Customer Experience Manager, KareHero
£38-42k
More information about location
health-tech care concierge solution for adult family caregivers
Be an early applicant
health-tech care concierge solution for adult family caregivers
21-100 employees
Be an early applicant
£38-42k
More information about location
21-100 employees
Company mission
To help employers retain great talent by simplifying access to adult care for employees and their families.
Role
Who you are
- You have 3+ years of experience in customer experience, customer success, or a related role, ideally within an early stage startups environment.
- You have demonstrated experience in scaling customer-facing teams, building through to planning and implementation of systems and process.
- You have strong communication and problem-solving skills. Excel in both written and verbal communication and the ability to influence stakeholders and build relationships.
- You have experience working with or implementing CRM and CX ticketing tools such as HubSpot or Zendesk.
- You have prior experience in supervisory or mentorship roles, with a background in employee onboarding, training, and/or development.
- You are also comfortable working on the frontline, engaging directly with customers, addressing complaints, and developing outreach strategies for feedback.
What the job involves
- Oversee day-to-day activities, handle inbound and outbound communications via phone, email, and other channels to address queries, providing support to both B2B (care home partners) and B2C (care concierge) customers
- Drive the development of our CX systems, improving efficiency, scalability and KPIs such as response times, wait time, customer satisfaction rating
- Creating and managing macros, templated replies, and internal documentation for processes and best practices to ensure consistency and scalability
- Champion an empathetic and commercial mindset, reinforcing our commitment to the value of our product and service
- Prioritise customer growth by encouraging a proactive approach to outbound initiatives that enhance engagement and satisfaction
- Drive continuous improvement by actively participating in team discussions and development of best practices. Since we are still developing aspects of our service, you will play a crucial role in shaping and improving our processes
Application process
- Screening call with Richa, our Talent & People Lead, to understand your motivation to join KareHero and tell you about us (30 mins)
- Interview with Ling (Ops Excellence Lead), the Hiring Manager, to discuss your completed exercise and assess job-related skills (45 mins)
- Take-home task to get an understanding of your skills - we do not expect you to spend any more than an hour on the task
- Final interview with Ling and another member from the senior leadership to discuss the exercise and assess the cultural competencies fit with KareHero (45 mins)
Salary benchmarks
Our take
With almost 3 million people between 16-64 off work due to long-term sickness, and 1 in 5 people over 65, the UK workforce now supports more adult dependents than child dependents. 7 million working adults are today juggling work and care for a loved one, 87% of whom feel the toll on their mental health. Only 20% of employers are aware of caregiving employees within their workforce and women are 4x more likely to quit their jobs for caregiving duties.
KareHero is setting out to change this by providing end-to-end care solutions to caregivers, in turn helping employers attract and retain staff. Founded in late 2022, KareHero is a fast-growing company, that now supports more than one million families. Their clients include several FTSE100 companies as an employee benefit and customer benefit solution.
With its easy-to-access KareHero App, families have immediate access to hospital triage support, live support, and financial and legal support. With clients such as TSB Bank, Phoenix Group, and St. James's Place, KareHero is well on its way to positively impacting the lives of carers.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
66% female employees
Company
Employee endorsements
Opportunities to learn
"When I joined I soon realised there was a range of technologies in use. Some I knew well and some I had no experience with what so ever. They have..."
Company benefits
- A generous holiday allowance of 34 days each year (incl bank holidays and your birthday! An additional one week paid carers leave is also available to those who look after an adult loved one
- Flexibility - we work from home, helping you fit your work around your life
- Generous EMI stock option plan
- The best IT equipment for the job - we know how important it is to have the right set-up
- Working with world-class tech and business operators who are also experienced, career mentors
- 30 day Nomad working benefit
- Enhanced pension scheme with 3% employer contribution
- Well-being benefits under YuLife, an award-winning well-being benefits provider
Company values
- Caring: We are Family Caregivers building a company for family caregivers. We are here to co-create our company with empathy for each other, for the good of our mission. We are inclusive and care about our work and each other. We all understand that we will get there quicker together and better if we are happy
- Mission-Driven: If it doesn't help caregivers, we don't do it
- Outcome-Focused: We are always thinking, 'How does this help our mission and our company objectives?' We prefer outcomes over output
- Customer-Centric: We share the responsibility of building and maintaining an understanding of caregiver needs, pains, and what they need to get done. We always start with the caregiver
- Practical: We love to dream, to think, to ideate, but what we love most of all is seeing measurable positive impacts for working caregivers
Company HQ
London, UK
Leadership
Stephanie Leung
(Co-Founder)Zero-ego award-winning People Manager! Former Uber EMEA leadership, 2nd-time startup founder/founding team. Experienced COO, CEO with global experience (US, Europe & Asia). Ex Goldman and Monitor.
Diversity, Equity & Inclusion at KareHero
Stephanie Leung (Co-founder & CEO, former DEI Co-chair at Uber)
- KareHero is a mission driven caring company, founded on the core principles of empathy for those who need support. As such, we believe people matter, no matter what your background is or where you come from! We represent multiple forms of diversity, across gender, race, sexuality, and class, so we know first hand why DEI matters. We have also spent large portions of our career pushing for DEI where it matters. We're committed to fostering an environment where everyone is valued and respected, and feels a sense of belonging across — not in spite of — our unique identities.
- Knowing this, we work to ensure KareHero is a harassment-free learning environment for everyone, regardless of: Gender, Gender identity Gender expression, Age, Sexual orientation, Disability, Physical appearance, Body size, Race, Ethnicity, Native language, Religion, or lack thereof, Class, Neurodiversity, Mental Health
- We aim to create an environment where KareHero team members actively create a welcoming and inclusive environment and a culture of inclusivity every day, from what we do and how we operate.
- We recognise that we can only realise our inclusion and equity goals and commitments by explicitly addressing systems of prejudice and exclusion. In order to create a truly inclusive and equitable environment, we want all members to feel comfortable at work. This means, as leaders, we acknowledge, confront, and deal with any experiences of inequality promptly if any experiences like this should happen.
- As early team members at KareHero, we welcome all members who practice self-awareness and are socially responsible in intersectional issues of diversity, equity, and inclusion
- We will conduct DEI training for all employees, and commit to being an organisation that represents the diversity you see every day. To this end, we aim to be a tech company that has as strong a gender balance as possible, along with true representation from all diverse backgrounds
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