Head of Community Support

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Head of Community Support

We are looking for an experienced and talented individual to lead a world class community support team in London. You will be responsible for our community experience and protect the brand reputation.

FULL-TIME · LONDON

About EVERPRESS

We are a global marketplace and platform giving creators the tools to manufacture, promote, sell and distribute their own limited-edition apparel through pre-order campaigns (and helping shoppers make better buying decisions in the process).

Our mission is to champion creativity, supporting grassroots creators while reducing the waste in fashion. Think ASOS for the new generation.

We are an ambitious, tight-knit and happy bunch who get together and get stuff done out of our lovely Dalston office (right behind the best coffee shop in London). A typical week involves fruit bowls, team sports, trips to the pub and free-lunch Fridays. ✌️🌱

Community Support

  • Lead, manage and develop a constantly growing community support team (currently made up of three full time employees and an additional scalable temporary resource)

  • Engage a thriving community to build the brand further enabling users to be ambassadors

  • Help resolve escalated, challenging customer requests and support on Zendesk during busy periods

    Ensure the team track their weekly OKRs and train them where necessary to reach these objectives

  • Oversee the team to ensure all requests are answered on time and within quality standards in tone of the Everpress brand

Effective Operations 

  • Deliver insightful, accurate and detailed reports in line with team & company OKRs

  • Ensure effective budget controls for operations between tooling and outsourcing teams
  • Ensure legal compliance, data protection

  • Ensure all training manuals are regularly updated and accessible for all new starters

Cross Functional Projects 

  • Partner with the product and tech teams to create automation and ensure smooth scale up

  • Work cross-functionally with Product and Marketing to provide insights and user feedback
  • Pro-actively influence processes, policies to minimise risks and protect community and the brand
  • Work across the business to help other teams be Customer-first at all times to improve the brand image and reduce the number of requests per 1000 orders

Sustainability (People and Planet)

  • As a member of the leadership team and with the D&I Manager’s help, ensure a true diverse and inclusive work environment within the team

  • Work hand in hand with the relevant team members to complete B-corp roadmap tasks related to your department

Background and skills

  • In depth knowledge of training and quality standards within a customer service centric role

  • Someone who can continuously drive improvements in workflows and tasks to improve internal KPIs and meet business objectives
  • Highly self-motivated and proactive with ability to work both with minimal supervision and as part of a team environment.
  • Strong business acumen and time, task and resource management skills.
  • Exceptional interpersonal and communication skills - keen problem solver and critical thinker.
  • Strong planning, project management and analytical skills.
  • Ability to work swiftly and priorities multiple projects in a fast-paced environment
  • Proficiency in Microsoft Office applications including Outlook, Excel, Word and use of databases such as Zendesk, Admin and Metabase. 
  • Master of empathy and the ability to synthesise customer feedback and turn it into practical solutions



Benefits:

1. Competitive salary and share options. We all share in Everpress' success

2. Work from home Wednesdays and flexible working hours

3. Decks in the studio - we're a creative bunch (DJ's / graphic designers / musicians / zine owners)

4. A plant filled, relaxed working environment


5. Weekly team lunch, drinks and fruit bowls on tap

6. Company away days and team experiences over bonuses

7. Managing your own work-load & plenty of freedom




Everpress provides equal employment opportunities (EEO) to all employees and applicants. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant’s or employee’s qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law.

If we can offer accommodations for you in the recruitment process or you have feedback on how to make our recruiting more accessible, please contact us at jobs@everpress.com.