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Overview
k-ID is a trailblazing tech startup, specializing in providing advanced, privacy-centric tools designed to protect and empower kids and teens online. We have secured pivotal partnerships with key industry leaders in the gaming industry and are venture-backed by leading global VCs. We are poised for unprecedented growth and expansion in the coming year.
k-ID is on a mission to protect and empower kids and teens in the digital world. We’re looking for a dynamic and strategic Consumer Operations Lead to build and manage our customer service and operations team from the ground up. If you’re passionate about delivering excellent customer experiences and shaping the way families interact with online safety solutions, this role is for you.
Key Responsibilities:
Customer Service Setup and Strategy:
Develop and implement the customer service processes, tools, and policies that ensure a smooth and efficient support experience for k-ID users.
Design and execute a scalable customer service strategy that aligns with the company’s growth.
FAQ and Canned Response Creation:
Build and maintain a comprehensive FAQ to address common questions and ensure self-service support for users.
Write and maintain canned responses for customer inquiries, ensuring consistent, clear, and helpful communication.
Zendesk Management:
Oversee the implementation and management of the Zendesk ticket system, including setup, customization, and daily operations.
Monitor and optimize Zendesk workflows to ensure tickets are routed correctly and resolved efficiently.
Team Building and Management:
Hire and train a team of operations associates, focusing on high-quality customer support and efficiency.
Lead and mentor the customer service team, setting performance expectations and ensuring top-tier support.
Foster a collaborative team culture that encourages ongoing learning and professional development.
Policy Development:
Create and enforce customer service policies for handling customer questions, feedback, and complaints.
Establish escalation processes for resolving complex or high-priority issues.
Data and Reporting:
Use data and customer feedback to regularly improve service processes and identify areas for improvement.
Provide reports and insights on key customer service metrics to senior management.
Continuous Improvement:
Stay updated on customer service trends and tools, incorporating best practices into k-ID’s processes.
Identify opportunities to automate and streamline customer interactions for a better overall experience.
Minimum Qualifications:
Proven experience in customer service and operations management, ideally in a startup or tech company.
Expertise in setting up and managing Zendesk
Strong writing skills to create effective FAQs and canned responses.
Experience in hiring, training, and managing teams.
Ability to develop and implement policies and procedures that drive customer satisfaction.
Analytical mindset with experience using data to inform decisions and improve processes.
Exceptional communication and leadership skills.
Passion for protecting and empowering kids and teens in the digital space
