Transformation Senior Manager, Community Experience
Depop
London
1d ago

The Role

As Depop’s scaling continues, this Leadership role will support from within the Community Support to transform the user experience, and support on constantly improving our internal tools so our teams are more efficient when users do need our help.

This is a key role to drive the success of this function from within Community Support, working closely with Product, Trust & Safety and senior stakeholders.

You’ll be reporting directly to the Head of Community Support.

  • We are looking for someone with experience in ripping apart Zendesk (or similar ticketing platforms) and starting again;
  • someone who really understands the user journey and believes in the voice of our Community to drive our Product and CX teams make efficient and proactive change at pace.

    You may have a product or tech background, and will definitely have proven experience within a Customer focused transformation role that thrives from a continuous improvement methodology, driving the success of your developing team.

    This role is part of the HQ team in London (but remote at the moment) to support this scaling and work to lead our CX Transformation team as they go through this journey.

    This will also involve working with third party / outsourced tech teams in delivering key projects for step changes in how we solve complex issues to improve efficiency at scale.

    Responsibilities

  • Build out Transformation within CX at Depop, onboarding and developing specialists in role
  • Work with the CX Product team to launch and maintain new and ongoing platform changes to deliver exceptional customer experience
  • Own the long term vision and strategy for your function
  • Ensure our Agent and User facing tools are always on’ and support on continuous testing and improvement to spot bugs and suggest improvements
  • Ensure our Product Support team are embedded into all production planning and execution, and are empowered to share insights, change and actions needed
  • To constantly challenge and improve our efficiencies with ticket volume, by strategically planning improvements across our tools to drive up deflections and self solve options for Users
  • Support our Trust & Safety roadmap to ensure that our users safety is embedded in to everyday improvements for Support
  • Ensure that our current platforms are right for the long term scaling of Depop, and be comfortable in suggesting improvements
  • Requirements

  • Experience in building Customer / User journey process mapping
  • An exceptional working knowledge of using insights to make decisions and being totally comfortable with sharing solutions and making change, based on what you find
  • Experience in a strategic leadership position, comfortable to suggest and make change happen for the team and the wider community
  • Proven experience of transforming user / customer support tools, both internally and externally - we use Zendesk, Stripe, Chartio, Looker and internal tools
  • Understanding the voice of the community and how it influences your decision making
  • A great network to support benchmarking and learning from our competitors
  • Proven experience of how to forecast efficiency saving based on ticket volumes and GMV
  • Knowledge of outsourcing vs in house team requirements when looking at improving agent tooling
  • Benefits

    Depop offers the opportunity to work in one of the UK's fastest-growing scale-ups, with a vibrant and diverse group of people, building a product we all deeply care about, in addition to :

    Learn and Grow : We sponsor and run a myriad of programs, conferences and meet-ups to up-skill our employees and enhance their journey with us, just ask!

    Wellbeing : We care about wellbeing. We offer a cycle to work scheme, healthy fruit and snacks in the office, breakfast every Tuesday, eye-care vouchers and a discounted gym membership.

    Mental Health : Mental health is a top priority for Depop. We offer subsidised counselling appointments through SelfSpace, have mental health first aiders and also run yoga, meditation and more.

    Work / life balance : We have 25 days of holiday with the opportunity to buy or sell 5 more, a day off for activism, and sabbaticals for our long-serving employees.

    Family life : We offer flexible working (based on your team), generous parental leave policies, and, all of our offices are dog-friendly!

    Financial : We match up to 6 percent on your pension based on qualified earnings and have retail discounts from benefithub.

    Fun : We love to celebrate our successes at Depop. On Friday we finish an hour early to socialise with free food, and have amazing Winter and Summer Parties.

    We also host internal employee socials such as quiz night, games night, movie night and more.

    Depop is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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