Customer Happiness Manager, UK & IE (remote within the UK)
Tonies
🇬🇧 United Kingdom
Remote
Manager or above
1 day ago
- Zendesk
- Adyen
- Learning budget
1 day ago
Not enough detail in this posting to match
With a presence in over 100 countries and a diverse portfolio of ~1,500 Tonies across multiple languages, we continue to redefine how children experience storytelling and learning. Since our IPO in 2021, our global team of 630+ colleagues is united by a shared mission: shaping the future of play, learning, and imagination.The Customer Happiness Manager manages the day to day UK Customer Happiness operation by working with an external BPO partner. They serve as the subject matter expert and knowledge holder for all tonies® UK & IE information. The focus of this role is ensuring that UK customer queries are answered on time, by keeping workflows efficient and consistently updated to allow the customer's issues to be addressed promptly and efficiently.
- UK Operations
- Own the Zendesk inboxes, ensuring that all tickets are handled within SLA and processed on time. Contacts include Offline written tickets, Live Chats, Returns, Reviews
- Handle escalated tickets where manager input is required
- Deliver training for new starters
- Complete Quality Assurance Audits
- Process Adyen and PayPal disputes
- Business Central administration, ensuring accurate processing, posting, and reconciliation of transactions.
- Work closely with UK Operations and Marketing teams to proactively prepare for revenue generating initiatives, and to reactively communicate issues as they arise
- Collaborate with the Socials team on donation initiatives, including coordinating and documenting donation orders.
- Consolidate and share team feedback about necessary changes and updates that will help improve the customer experience
- Complete weekly CSAT analysis to determine drivers of dissatisfaction and pain points
- BPO Management
- Ensure the BPO agents provide an amazing customer experience across all support channels
- Responsible for hitting Global Customer Happiness KPIs
- Main contact point for BPO for any UK customer related issues
- Mentor and provide support for tickets and questions escalated by BPO agents
- Global Collaboration
- Work with Global Zendesk administrator in order to design and implement chatbot experiences
- Work with Global Customer Happiness counterparts on standardised onboarding processes and training materials
- Calibrate with other Global Customer Happiness teams on Quality Assurance topics
- Represent Customer Happiness in collaborative work with the Quality and Legal teams for High Risk issues
- Experience managing or working closely with a BPO or outsourced support partner
- Strong working knowledge of Zendesk (or comparable helpdesk platform), including inbox and SLA management
- Experience handling payment disputes/chargebacks (e.g. Adyen, PayPal) is a plus
- Proven ability to design, deliver, and continuously improve training programs
- Comfortable conducting Quality Assurance audits and translating findings into coaching and process improvements
- Analytical mindset, with experience using CSAT and other KPI data to identify root causes and drive improvements
- Excellent stakeholder management skills, able to work cross-functionally with Operations, Marketing, Product, Quality, and Legal
- Strong communicator, comfortable owning escalated and high-risk customer issues
- You must be currently located in the UK.
- Global Teamwork: We collaborate across departmental and country borders. You’ll be part of a truly international community where every voice is heard.
- Come as you are: This applies to the dress code and everything else. We believe you give your best when you feel truly comfortable being yourself.
- Competitive Package: We offer a competitive salary and a range of comprehensive benefits tailored to your specific location, which we’ll share during the recruiting process.
- Collaboration & Community: We’re big on "we." You’ll join a team that values connection and celebrates wins together, no matter the time zone.
- Continuous Learning: Benefit from internal/external training and an individual learning budget to keep your skills as sharp as a Tonie’s ears.
- Tonie Discounts: Enjoy attractive discounts on our entire range of products. You’ll quickly become the favorite guest at every birthday party!
- Rest & Recharge: Great work requires a clear head. You’ll enjoy generous paid time off to ensure you have plenty of time for your own stories.
We look forward to hearing from you!
Customer Happiness Manager, UK & IE (remote within the UK) · Tonies