Community Operations Lead, Bumble Inc.
£89-95k
Online dating & networking app
Job no longer available
Online dating & networking app
1001+ employees
Job no longer available
£89-95k
1001+ employees
Company mission
To create a world where all relationships are healthy and equitable.
Role
Who you are
- 5+ years experience leading a team, shown the ability to inspire and develop team members
- 5+ years experience in customer service, shown the ability to drive business outcomes through online activity
- Proven track record of developing and operationalising innovative customer support programs
- Demonstrable understanding of which metrics and tools help enhance the consumer experience
- Experience with customer support management platforms i.e. Zendesk
- Experience working with BPOs and outsourcing companies
- Excellent verbal and written skills in English; fluency in French, Portuguese or German is a real plus
- Ability to collaborate well with cross-functional teams
- Value accountability and take ownership of projects from start to finish
- Experience in a fast-paced, startup environment is a plus
- You are a strategic thinker, problem-solver and valued collaborator
- You are flexible, self-motivated, dedicated, and hard-working
- You have a positive approach together with a willingness to learn
- You are enthusiastic and fun to work with
- You are deeply passionate about Bumble's brand vision and values
What the job involves
- Lead a team of First Line Operations Managers, responsible for managing incoming email volume, owning the BPO’s performance, communicating product updates and reviewing the post-training process of new product changes and the execution after implementation
- Directly manage the manager of the Global Escalations Team, a team responsible for investigating and troubleshooting our most complex customer support cases across Email, analyzing escalation trends to improve processes and performing Root Cause Analysis (RCA) to deflect escalations
- Operationalize the customer support strategy and roadmap, including developing, tracking and improving our KPIs, designing scalable processes and exploring new opportunities when necessary
- Proactively identify weaknesses and gaps in the current customer support model and drive resolutions to improve operational workflows and, ultimately, the member experience
- Drive implementation of appropriate reporting and analysis
- Support incident management needs during high-impact scenarios serving as the POC for relevant briefings while guiding response in concert with Executive, Comms, and Legal guidance
- Work with the WFM team to ensure that the team is fully staffed at all times
- Leverage experience, subject matter expertise and acumen to provide creative and innovative solutions to complex operational and/or business challenges and opportunities
- Collaborate with senior leaders cross-functionally to build towards a flawless member experience
- Take on additional responsibilities as business requirements evolve and mature
Salary benchmarks
Our take
Since launching in 2014, Bumble has been one of the fastest growing dating apps in the world. It now boasts over 12.3 million monthly active users, and is consistently in the top 10 of lifestyle apps in the US.
Bumble's founder was a co-founder and VP of Marketing at Tinder (she ultimately left among allegations of sexism at the company). This would have given her great insights and experience into the dating market as it began to come online - enabling the company to build for what people want.
Bumble's selling point, as it competes with a pile of other dating apps, is that is empowers women to make the first move by giving them the ability to control the conversation. This has certainly proved popular, and is no doubt one of the reasons behind its success so far.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
Sep 2014
$10m
EARLY VC
Total funding: $10m
Company benefits
- Unlimited paid time off
- Company-wide week off twice a year
- Focus Fridays
- Family & compassionate paid leave
- 26 weeks parental leave
- Equity
- Private Medical Insurance
- Private Dental Insurance
- Maven Fertility Access
- Lunch and snacks in the office, 3 days a week
- Learning & Development Budget
- Wellness and gym allowance
- Premium app access
- Bumble Merch discounts
- Pension up to 6% match 🇬🇧
- Income protection 🇬🇧
- Life Assurance 🇬🇧
- Eyecare Vouchers 🇬🇧
- Childcare & Restaurant card 🇪🇺
- Language lessons 🇪🇺
- Pension up to 6% match 🇪🇺
Company HQ
Rosedale, Austin, TX
Leadership
Whitney Wolfe Herd
(Executive Chair)Former CEO of the company. Previously Co-founder and VP of Marketing at Tinder.
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