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
Why join Muzz?
We’re a profitable Consumer Tech startup, backed by Y Combinator (S17) and based in London . Join our fast growing team and work on an amazing product that’s changing the world.
A great product
We’re the leading app in this space with over 12 million members worldwide and counting!
Level up quickly
Work with talented, generous people on the kinds of challenges you’ll be proud to share.
A diverse team
We have people from all walks of life all adding their unique perspective. Muslims and non-Muslims, cat lovers and dog lovers. Everyone is welcome!
Meaningful equity
We’re all working together to succeed and everyone on the team gets a slice of the pie.
A hackathon every quarter
We value curiosity and building something wacky (but useful!). Every quarter we organise into random teams and together we build, code, and prototype. Prizes and dinner complete the day!
International travel
We fly the whole team to somewhere amazing twice a year to connect and have fun.
Regular socials
Mini golf, hikes, super competitive Catan nights - we’ve done it all. Maybe you’ll be at the next social?
Generous Holiday / PTO
All full-time members get at least 33 days of holiday, regardless of where they live.
Our hiring process
We pride ourselves on making fast hiring decisions.
Step 1.
Submit your CV.
Step 2.
An initial video call.
Step 3.
Complete a technical exercise.
Step 4.
Interview (in person or remote)
Step 5.
Receive an offer!
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!