KK Group

Customer Support

• Manage customer communications across multiple KK Group brands
• Respond to and resolve ticket, email, app, booking, membership, event, payment, and general customer enquiries
• Oversee day-to-day operation of the online members club
• Review and approve member social events and chat groups
• Manage member chat groups and event communities
• Support member engagement and act as the primary contact for community issues
• Work with Community Advocates, ambassadors, hosts, educators, and workshop leaders
• Create and assign operational tasks for Community Advocates and Hosts
• Review reported profiles, photos, messages, feed posts, and events
• Moderate profile images and uploads and enforce brand guidelines
• Escalate safeguarding, behavioural, safety, and community concerns appropriately
• Coordinate educator schedules and schedule at least two member workshops per month
• Create platform events and support online and in-person member experiences
• Operate and improve Zendesk, Intercom, the Help Centre, and Knowledge Base
• Identify recurring issues and improve workflows, documentation, communication journeys, and self-service resources
• Explore AI-assisted support, knowledge automation, chatbot capabilities, and automation for repetitive community tasks
• Handle private information, sensitive situations, inappropriate-behaviour reports, and community disputes with discretion
• Support members during launches, live events, and cruises, including extended hours and weekend work when required

Explore Customer Service Manager at KK Group. Review requirements and application details.

Open roles

Customer Service Manager