Customer Support Team Leader
At Koru Kids we have a triple mission: to support working parents during the hardest years of their life, to give children the best possible childhood to allow them to flourish as adults, and to create really great jobs for childcarers.
We are looking for an experienced Customer Support Team Leader to join Koru Kids, helping us to support our ever growing network of families and nannies. The Customer Support team is the face of Koru Kids. It’s your job to support them in providing an outstanding experience to every customer.
Why this role is important to Koru Kids
Customer service is at the heart of everything we do at Koru Kids. Finding the perfect nanny, or searching for the right family to work with, can be an emotional process and so our Customer Support team is a vital part of what Koru Kids offers.
You’ll be responsible for leading the Customer Support Team, helping them to respond to a wide range of customer queries both efficiently and in a warm and friendly manner. You’ll manage the team’s workload for the day, prioritising and delegating to make sure we’re available for our customers when they need us.
You’ll support the onboarding and training of new team members, as well as always being on hand to help more experienced team members with any problems they have. You’ll know our services inside out, and will be the go to person for any query no matter how complex.
You’ll have buckets of emotional intelligence. You are able to listen and empathise, to provide the best solutions and advice to our families and nannies. You’ll also be the first point of call for supporting our customers if things don’t go right. You need to be comfortable with a degree of unpredictability, handling tricky situations with great judgement. You take ownership of customer issues, taking the lead on ensuring the issue is closed and seek information from relevant people in order to solve their problems.
You'll also work with our wider Customer Operations team, supporting with the administration and delivery of key parts of our service from contracts to payroll to DBS. You’ll spot ways to improve our processes, to ensure a seamless experience throughout the customer journey.
What we’re looking for
You’ll have previous experience of leading a customer support team, as well as a strong interest in building a career in customer service.
You love interacting with people. You’re warm, friendly and approachable to both your customers and team
You love writing great emails. You’re able to communicate in a way that’s in line with our brand and tone, with perfect spelling and grammar
You’re comfortable with numbers. You can interpret data as well as well as performing simple calculations
You’re emotionally intelligent. Although you’ll like to talk, the most important thing you’ll do is listen. Choosing childcare is an emotional decision, and you’ll need to help parents through the process
You work well under pressure and show good judgement. You can handle challenging situations independently and with resilience
You’re focussed and comfortable working at a fast pace. You can manage your own and others’ time effectively to ensure we get stuff done
You love solving problems. You're able to gather and interpret information to solve customer queries, and won’t stop until the problem is resolved
You roll with it. You understand that startups and customers are unpredictable. You are comfortable with a degree of chaos
You’re nice. You get that no player is bigger than the team. You fit right into our culture of supporting and helping each other, whilst improving childcare in London
You understand the Koru Kids mission and ethos. You are dedicated to improving the lives of families, and inspire your team to do the same
A typical day
9am - You grab a cup of tea and join the company-wide (video) standup to hear what’s been going on across the business. You then jump on another quick zoom with the Customer Support team to get them motivated for the day and go over any key updates they need to know to do an amazing job.
9.30am - You quickly check to make sure no complaints have come in, as they’re always the top priority. You then organise the plan for the morning. Live chat is looking quite busy so you assign a couple of team members to tackle the queries that are coming in. You ask the other team members to start working through the emails that came in overnight.
10am - One of the newer team members is struggling with an email from a customer about an incorrect invoice. You know how our service works inside out, so you offer to hop on a quick zoom. You help them work out the problem, liaise with the payroll team to get it fixed and support your team member in crafting the perfect response to the customer.
11am - Your team have seen an increase in calls from nannies confused about which documents they need for their DBS check. You make a note to discuss ideas for how to fix this in your next 1:1 with your manager.
12pm - You organise the lunch schedule for the afternoon to make sure we have enough coverage on the phones. You then take a look at your personal inbox, and start dealing with some outstanding issues you’ve been working on. One nanny needs some advice about taking some time off work for a bereavement. A family has quite a few complex questions about how their nanny’s notice period works.
1pm - It’s lunch time. You’re working from home, so maybe you’ll pop to the local cafe for a coffee. Perhaps you’ll do some pilates, or do a crossword in the garden.
2pm - You’re back from lunch and you start working through the rest of your emails and assign tasks to the team for the afternoon. A customer calls with an issue that needs your immediate attention. You reprioritise your to-do list, as you know this won’t be a quick one to resolve. The call is quite sensitive, so you make sure you listen and show empathy whilst also being clear on next steps. You pencil in a follow-up call with them later this week, to make sure the issue has been sorted.
3pm - We’ve updated our process for sending out contracts to families and nannies. The changes mean contracts can be issued more efficiently, but the team will need to be retrained on how to do this. You arrange for team members to shadow you on the new process, to bring them up to speed. You also share the training document that you wrote for them so they can refer back to this throughout the week.
4pm - There’s a few tasks left to complete before the end of the day. One of your team members isn’t feeling too great though, so you jump in to help. You decide to grab some emails from the general inbox, whilst the team focuses on their tasks. You advise one family on how our pricing works. You send a nanny some resources on fun activities to do with the children over half-term. You’re able to respond to emails quickly, whilst also checking in with your team to make sure they’re on track for the end of the day.
5.30pm - The phone lines are closed, so you do one last check of the inboxes and make sure we’ve ticked off all our tasks for the day. It’s been a busy one but you feel a huge amount of satisfaction when you see those empty inboxes. You congratulate the team on another amazing day and close your laptop to enjoy the rest of your evening.
Important things to know...
Timings: The role is Monday to Friday, from 9am to 6pm. We'd like to have this person join the team ASAP, but can be flexible for the right person.
Salary and benefits: The starting salary for this role is £23,750 - £25,000 (depending on experience). You'll get 25 days paid holiday, plus bank holidays. You'll also get a MacBook Air and generous allowance for home office equipment. For any parents thinking of applying - we also offer 50% off Koru Kids childcare (up to a value of £7,000 per year).
Location: You can do this role remotely, but you must be living in the UK. Koru Kids is currently based in London but we welcome applications from people outside London too. In fact, over half the customer support team are based outside of London so we will ensure the role works for you no matter where you are.
Koru Kids is building the world’s best childcare service, starting in London. We believe that every family should have the perfect childcare for their family to flourish.
We’re growing like crazy, are backed by fantastic investors, including top venture capitalists and business angels such as Michael Pennington the founder of Gumtree, and have won a ton of awards for our technology, people and social impact.
Our culture is informal, hard-working and kind. The team is an A++ when it comes to talent but our "no dickheads" rule means we're also a humble and supportive bunch. We’re also really committed to working with integrity, doing the right thing and building a company we are truly proud of.