Support Lead, Muzz
£35-50k
2-5 days a week in office (Aldgate, London)
World's largest Muslim dating and marriage app
Posted today
World's largest Muslim dating and marriage app
101-200 employees
Posted today
£35-50k
2-5 days a week in office (Aldgate, London)
101-200 employees
Company mission
To transform how 2 billion Muslims around the world meet and marry.
Role
Who you are
- A reliable, detail-oriented and efficient Team Lead
- Own the core components of our tool and identify opportunities to add operational and strategic value
- Collaborate with teams across the company to align and integrate customer care processes
- A technical mindset and a good understanding of mobile apps and features
- Someone with excellent written communication and comprehension skills
- Someone with a positive and attentive approach to dealing with member enquiries
- Ability to handle escalations and provide support to the wider Support team
- Excellent decision-making skills
- Initiative to contribute to continuously improving processes and procedures
- Strong textual comprehension and ability to understand and interpret customer needs
- An analytical mindset and the ability to interpret data to improve our processes
- Maintain our Help Centre and FAQs
- Someone who thrives in a high-volume and fast-paced environment
- Existing knowledge of the product is beneficial but not required
What the job involves
- Oversee our Community Support function, leading a team of Support Specialists supporting our global member base with their queries
- Manage the end-to-end process of picking up technical issues, escalations, triaging and troubleshooting
- Ensure we are delivering exceptional customer service and resolving issues promptly
- Implement best practices to improve customer care efficiency and effectiveness
- Defining and reviewing KPIs and performance expectations of the Support team
- Own the core components of our internal tool, Wali and identify opportunities to add operational and strategic value
- Review and monitor customer satisfaction
- Collate user feedback on new product and feature rollouts
- Collaborate with teams across the company to align and integrate customer care processes
- Handle production incidents affecting our members and ensure they receive the right customer service
- Identification of areas for improvement to provide recommendations for change in customer care processes
- Provide feedback and coaching for the Support team on these highlighted areas, as well as product-related updates
- Maintain efficient operations and ensure we are hitting our SLAs
- Deliver onboarding and training for our ever-growing Community team
- Develop and execute reports detailing the Support function’s output and performance for senior stakeholders
- Be the product expert and go-to person in the team for all things app-related and stay on top of the latest changes and releases
- Identify opportunities for automation and machine learning and work with the product manager to implement these
- Own our FAQs and help centre to educate and support our Community as much as possible
- Work with other teams, such as Q,A to improve processes
- Monitor our incoming queries and ensure we have adequate coverage 7 days a week
Application process
- 1. Apply
- 2. 30min video call with Head of Community
- 3. Take-home exercise
- 4. Final interview
- 5. Offer!
Salary benchmarks
Our take
Muzz is a dating app for Muslims, designed to help people "find their perfect partner while respecting their religious beliefs". Although it appears to operate in a highly competitive space, the Muzz app is unique in catering to those dating to marry, unlike more casual-leaning options such as Tinder.
Formerly known as Muzmatch (the company was forced to switch up its branding after losing a legal battle to match-making giant Match.com), Muzz supplies a modern but tradition-honouring alternative to arranged introductions and family-led courtship. Like most dating apps, it offers both a free and premium "gold" version that comes with advanced capabilities such as unlimited profiles and more in-depth search priorities. Many free features are tailored for Muslim dating, such as the ability to add a chaperone (Wali) to conversations, and religious filters for sect and how much they pray.
As members of the Muslim community continue to embrace more modern dating methods, Muzz has positioned itself well to serve the billions looking for love around the world. Despite its loss in the courts, the company appears positive in its rebrand - even adding new features alongside its new look - and it will be an interesting one to watch as it grows into the future.
Steph
Company Specialist at Welcome to the Jungle
Insights
42% female employees
Glassdoor (3.7)
Company
Company benefits
- 25 Days holiday + Bank Holidays/National Holidays + option to purchase more holiday
- Hybrid working
- Meaningful equity
- Regular socials - Mini golf, hikes, super competitive Catan nights - we’ve done it all!
- Twice a year we fly the whole global team to somewhere amazing to connect and have fun
Company values
- Here, the leads are approachable, the juniors all get ownership of important things, and together we’re all striving to build something that solves real problems!
Company HQ
Whitechapel, London, UK
Leadership
Shahzad Younas
(Founder + CEO)Left the world of Investment Banking to pursue a career as an Entrepreneur.
Diversity, Equity & Inclusion at Muzz
Shahzad Younas (CEO)
- At Muzz, we believe love knows no bounds. Our app celebrates the incredible diversity of muslim marriage around the world. Just like our success couples, we believe our greatest strength lies in the incredible diversity of our team. We're a vibrant tapestry woven from threads of different ages, genders, religions, ethnicities, and sexual orientations. Everyone brings their own rich experience that contributes to the product and team vibe. You can be sure no matter where you come from or what you look like there is a place for you at Muzz.
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