Customer Experience Manager, KareHero
£38-42k
More information about location
health-tech care concierge solution for adult family caregivers
Job no longer available
health-tech care concierge solution for adult family caregivers
21-100 employees
Job no longer available
£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 whether that is scaling customer success teams, building customer support systems or evolving frontline customer support to balance daily support with strategic initiatives
- 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 CRM and customer support tools such as HubSpot, Zendesk, to create workflows and automations
- You are comfortable working on the frontline, engaging directly with customers, addressing complaints, and developing outreach strategies for feedback. Since we are still developing aspects of our service, you will play a crucial role in shaping and improving our product
- You have prior experience in supervisory or mentorship roles, with a background in employee onboarding, training, and development
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
- Monitor customer feedback and key performance metrics to identify pain points and areas to enhance the customer experience
- 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 Chan (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
Company
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
Company HQ
London, UK
Leadership
Stephanie Leung
(Founder & CEO)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.
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