Customer & Community Service - Manager

Overview

We are hiring a Customer & Community Service Manager to support members and customers across the KK Group. This role sits at the centre of both our customer experience and our online members community.

You will be responsible for delivering exceptional customer service across all brands while helping manage, moderate and grow our private members club.

From resolving support enquiries to ensuring our communities remain active, safe and engaging, you will play a key role in how members experience KK every day.

This is not a traditional customer service role.

Alongside responding to customer enquiries, you will oversee community operations, support advocates and educators, manage moderation, coordinate member activities, and continually improve the systems that power our community.

We are looking for someone who understands that exceptional customer service builds trust, while exceptional community management creates belonging.

The Role

You will manage customer communications across multiple brands while overseeing the day to day operation of our online members club.

You will respond to customer enquiries, solve problems, moderate our community, support member engagement and ensure members feel valued at every stage of their journey.

You will work closely with the founders and wider team and become highly familiar with how the business operates.

This role requires someone who is organised, calm under pressure, proactive and capable of handling sensitive situations with professionalism and discretion.

Customer Support

You will manage customer enquiries across the KK Membership and KK Cruise

Including:

• Ticket systems
• Email enquiries
• App support
• Booking support
• Membership support
• Event enquiries
• Payment enquiries
• General customer support

You will ensure:

• Fast response times
• Clear communication
• Professional tone
• Accurate information
• Complete resolution of issues
• A consistently high standard of customer care

Community Operations

You will help manage the day to day operation of the KK online members club, ensuring our community remains welcoming, active and well managed.

Responsibilities include:

• Reviewing and approving member social events
• Reviewing and approving member chat groups
• Daily management of member chat groups and event communities
• Ensuring communities remain active and conversations do not become idle
• Acting as the primary point of contact for community related issues
• Supporting members with community enquiries
• Working closely with Community Advocates (KOMs), ambassadors and hosts
• Creating and assigning operational tasks for Community Advocates and Hosts
• Encouraging engagement and participation throughout the community

Community Moderation & Safety

You will help maintain a safe, respectful and welcoming environment across all of our digital platforms.

Responsibilities include:

• Reviewing reported profiles
• Reviewing reported photos
• Reviewing reported messages
• Reviewing reported feed posts
• Reviewing reported events
• Moderating profile images and uploads
• Ensuring community descriptions and imagery meet brand guidelines
• Supporting safe and respectful member behaviour
• Escalating safeguarding or behavioural concerns where appropriate
• Supporting investigations into member reports

Community Programming

A successful members club needs regular reasons for members to connect.

You will help coordinate activity across the community by:

• Managing relationships with educators and workshop hosts
• Coordinating educator schedules
• Scheduling a minimum of two member workshops each month
• Creating events within the platform
• Supporting both online and in-person member experiences
• Helping maintain the community calendar

Customer Service Systems

You will operate and improve our customer service platforms.

Including:

• Zendesk
• Intercom
• Help Centre
• Knowledge Base

You will help ensure customers can easily find the information they need and continually improve the quality of our support resources.

Process Improvement & AI

We expect both customer service and community operations to continually improve.

You will:

• Identify recurring customer issues
• Improve internal workflows
• Improve help articles and documentation
• Suggest system improvements
• Improve customer communication journeys
• Explore AI-assisted customer support
• Improve knowledge automation
• Help develop chatbot and self-service capabilities
• Build automation for repetitive community tasks

Our goal is simple: help customers get answers faster while creating a better member experience.

Sensitive Situations

Some customer and community issues involve sensitive or adult topics.

You must be comfortable handling:

• Private personal information
• Sensitive member situations
• Reports of inappropriate behaviour
• Community disputes
• Safety concerns

Some situations may require escalation internally or externally, including to relevant authorities where appropriate.

Professional judgement, empathy and discretion are essential.

Event Support

During major launches, events and cruises, customer demand increases.

You will help support members during these busy periods.

This may include:

• Extended hours during launches
• Supporting live events
• Weekend work when required

Time off in lieu will always be provided.

Requirements

Required Experience

Ideal candidates will have:

• Experience in customer service
• Experience managing online communities
• CRM experience
• Excellent organisational skills
• Strong written communication
• Confidence handling sensitive situations

Highly desirable:

• Zendesk
• Intercom
• Community moderation
• Membership businesses
• Events
• Apps or digital products

The Right Person

You are:

• Organised
• Calm under pressure
• Empathetic
• Reliable
• Professional
• Proactive
• A confident communicator
• Comfortable making decisions

You genuinely enjoy helping people.

You understand that excellent customer service builds trust, while excellent community management creates belonging.

You take pride in creating exceptional experiences for every member.

Eggs Benedict

Every team member at KK is expected to do what needs to be done to make things happen.

We call this Eggs Benedict.

The phrase comes from an inspection trip where the Assistant Cruise Director was presenting on television, fetching coffee, performing on stage and, during a busy breakfast service, serving Eggs Benedict to guests.

Every part of the experience mattered, and everyone stepped in wherever they were needed.

Some days you will be answering customer enquiries.

Some days you will be moderating communities.

Other days you may be helping launch new features, testing booking systems, creating knowledge articles, supporting an event or helping a team member solve a problem.

Titles do not matter here.

Outcomes do.

If something needs doing, you do it.

That is Eggs Benedict.

Working Structure

• Remote role
• Flexible working hours based on customer demand
• Some evenings and weekends required
• Time off in lieu provided
• Additional hours may be required during major launches and events

Package

• £30,000 to £34,000 depending on experience
• 25 days annual leave plus bank holidays
• Pension
• Private health and dental insurance
• Remote working
• Freelance initially, transitioning to PAYE
• Opportunity to join the staff share option scheme after 12 months

Benefits

Package

Salary range: £30,000 – £34,000 depending on experience.

• 25 days paid annual leave
• Pension
• Private health and dental

The role will begin as freelance and transition to PAYE.

After 12 months there is potential to become part of the staff share option scheme.

Summary

This role sits at the heart of the KK member experience.

You will be responsible for delivering outstanding customer service, operating and growing our online members community, improving systems and processes, and helping create a safe, engaging and welcoming environment across every KK brand.

If you enjoy solving problems, building communities and creating exceptional experiences, we'd love to hear from you.