Consumer Operations Lead/Manager

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.

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.

Requirements

• 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

Benefits

Mission Driven:

• Be part of a company dedicated to protecting and empowering kids and teens online. You’ll work on solutions that make a real difference in the digital lives of families worldwide.

Competitive Salary:

• A competitive startup salary commensurate with experience, skills and location.

Benefits Package:

• Comprehensive benefits including health, dental, and vision insurance.
• Employee Stock Ownership Plan (ESOP)

Professional Growth:

• Opportunities for career development and learning in a fast-paced, innovative environment.
• Exposure to diverse projects and a dynamic team.
• k-ID is a fast-growing company, and you’ll have the chance to grow alongside it, with opportunities for career advancement and taking on new responsibilities

Inclusive Culture:

• We believe in collaboration without ego. At k-ID, we rally around each other and celebrate team success over individual recognition.
• We embrace a global, diverse team where everyone’s unique perspectives and contributions are valued.