Support Lead
London, hybrid
£35-45K plus equity
Muzz is all about quality, not quantity. Join our fast-growing Community Support & Safety team, help uphold our behaviour and quality guidelines, and maintain a safe space for all our singles looking for love. We want to be known for prompt and exceptional customer service. Help us get there!
This is an exciting opportunity to join our globally operating Community team, contributing to our overall aim of delivering exceptional customer service. You will be interacting with our global member base to solve problems they are facing and liaising with multiple disciplines within Muzz to find the best solutions to any ongoing problems.
As part of our growing global Community Safety & Support team, you will spend the majority of your time leading our Support function. You will be responsible for providing technical support, triaging member-reported issues, handling user feedback and providing resolutions to cases we receive.
What you'll do
- Oversee our Community Support function, leading a team of Support Specialists supporting our global member base with their queries
- Manage the end-to-end process of picking up technical issues, escalations, triaging and troubleshooting
- Ensure we are delivering exceptional customer service and resolving issues promptly
- Implement best practices to improve customer care efficiency and effectiveness
- Defining and reviewing KPIs and performance expectations of the Support team
- Own the core components of our internal tool, Wali and identify opportunities to add operational and strategic value
- Review and monitor customer satisfaction
- Collate user feedback on new product and feature rollouts
- Collaborate with teams across the company to align and integrate customer care processes
- Handle production incidents affecting our members and ensure they receive the right customer service
- Identification of areas for improvement to provide recommendations for change in customer care processes
- Provide feedback and coaching for the Support team on these highlighted areas, as well as product-related updates
- Maintain efficient operations and ensure we are hitting our SLAs
- Deliver onboarding and training for our ever-growing Community team
- Develop and execute reports detailing the Support function’s output and performance for senior stakeholders
- Be the product expert and go-to person in the team for all things app-related and stay on top of the latest changes and releases
- Identify opportunities for automation and machine learning and work with the product manager to implement these
- Own our FAQs and help centre to educate and support our Community as much as possible
- Work with other teams, such as Q,A to improve processes
- Monitor our incoming queries and ensure we have adequate coverage 7 days a week
What we're looking for
- A reliable, detail-oriented and efficient Team Lead
- Own the core components of our tool and identify opportunities to add operational and strategic value
- Collaborate with teams across the company to align and integrate customer care processes
- A technical mindset and a good understanding of mobile apps and features
- Someone with excellent written communication and comprehension skills.
- Someone with a positive and attentive approach to dealing with member enquiries.
- Ability to handle escalations and provide support to the wider Support team
- Excellent decision-making skills
- Initiative to contribute to continuously improving processes and procedures
- Strong textual comprehension and ability to understand and interpret customer needs
- An analytical mindset and the ability to interpret data to improve our processes
- Maintain our Help Centre and FAQs
- Someone who thrives in a high-volume and fast-paced environment
- Existing knowledge of the product is beneficial but not required
Pourquoi rejoindre Muzz ?
Nous sommes une startup dans le domaine de la technologie grand public, soutenue par Y Combinator (S17) et basée à Londres. Rejoignez notre équipe en pleine croissance et travaillez sur un produit extraordinaire qui est en train de changer le monde.
Un produit exceptionnel
Nous sommes l'application de premier plan dans ce domaine avec plus de 12 millions de membres dans le monde, et ce nombre ne cesse de croître !
Progression rapide
Travaillez avec des personnes talentueuses et généreuses sur des défis dont vous serez fiers de parler.
Une équipe diversifiée
Nous accueillons des personnes de tous horizons, apportant chacune leur perspective unique. Musulmans et non-musulmans, amoureux des chats et amoureux des chiens. Tout le monde est le bienvenu !
Participation significative
Nous travaillons tous ensemble pour réussir, et chaque membre de l'équipe reçoit sa part du gâteau.
Un hackathon chaque trimestre
Nous valorisons la curiosité et la création de quelque chose de farfelu (mais utile !). Chaque trimestre, nous formons des équipes au hasard et ensemble, nous construisons, codons et prototypons. Des prix et un dîner complètent la journée !
Voyages internationaux
Nous faisons voyager toute l'équipe vers des destinations incroyables deux fois par an pour créer des liens et s'amuser.
Événements réguliers
Mini-golf, randonnées, parties de cartes ultra-compétitives, nous avons tout fait. Peut-être serez-vous au prochain événement ?
Congés généreux / Jours de congé payés
Tous les membres à temps plein bénéficient d'au moins 33 jours de congé, quel que soit leur lieu de résidence.
Notre processus de recrutement
Nous sommes fiers de prendre des décisions de recrutement rapides.
Étape 1.
Soumettez votre CV.
Étape 2.
Un premier appel vidéo.
Étape 3.
Réalisez un exercice technique.
Étape 4.
Entretien (en personne ou à distance).
Étape 5.
Recevez une offre !
Join our team
Click the button below to access the application form. Attach your CV and, optionally, a cover letter to apply. We’ll get back to you as soon as possible.
Having trouble with the form?
Send your application directly to [email protected] and we’ll make sure it gets to the right place!