Customer Service Manager

KK Group

. Manage customer communications across multiple KK Group brands .

Posted 10/23/2026full-timeRemote • United KingdomMid-LevelSenior💰 £30,000 - £34,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer communications and online community engagement, with a strong focus on operational efficiency and member support. Proficient in utilizing CRM tools and moderating community interactions while ensuring adherence to brand guidelines.

Highest-signal resume keywords

Customer Service ExperienceCommunity ManagementZendesk ProficiencyIntercom ProficiencyEvent Coordination

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

CRM ExperienceCommunity ModerationEvent ManagementDigital Product ExperienceWorkflow Improvement

Soft Skills

Excellent Organisational SkillsStrong Written CommunicationEmpathyCalm Under PressureProactive Decision-Making

Tools & Technologies

ZendeskIntercomHelp CentreKnowledge BaseAI-Assisted Support

Industry Keywords

Membership BusinessOnline CommunityMember EngagementSafeguardingBehavioural Concerns

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Experience in customer service
Experience managing online communities
CRM experience
Excellent organisational skills
Strong written communication
Confidence handling sensitive situations
Experience with Zendesk and Intercom highly desirable
Experience in community moderation highly desirable
Experience with membership businesses highly desirable
Experience with events highly desirable
Experience with apps or digital products highly desirable
Organised, calm under pressure, empathetic, reliable, professional, proactive, and comfortable making decisions
Willingness to work some evenings and weekends
Ability to work additional hours during major launches and events

Benefits

Comp & perks

25 days annual leave plus bank holidays
Pension
Private health and dental insurance
Remote working
Flexible working hours based on customer demand
Time off in lieu for weekend, evening, launch, and event work
Opportunity to join the staff share option scheme after 12 months
Freelance initially, transitioning to PAYE