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About the Role
The Customer Happiness Manager manages the day-to-day UK Customer Happiness operation by working with an external BPO partner. This role serves as the subject matter expert and knowledge holder for all tonies® UK & IE information, focusing on ensuring timely responses to customer queries by maintaining efficient and updated workflows.
Responsibilities
- Own the Zendesk inboxes, ensuring tickets are handled within SLA and processed on time, including Offline written tickets, Live Chats, Returns, and Reviews.
- Handle escalated tickets requiring manager input.
- Deliver training for new starters.
- Complete Quality Assurance Audits.
- Process Adyen and PayPal disputes.
- Administer Business Central, ensuring accurate transaction processing, posting, and reconciliation.
- Work closely with UK Operations and Marketing teams to prepare for revenue-generating initiatives and communicate arising issues.
- Collaborate with the Socials team on donation initiatives, including coordinating and documenting donation orders.
- Consolidate and share team feedback for necessary changes to improve customer experience.
- Complete weekly CSAT analysis to identify drivers of dissatisfaction and pain points.
- Ensure BPO agents provide an amazing customer experience across all support channels.
- Responsible for hitting Global Customer Happiness KPIs.
- Serve as the main contact point for the BPO regarding UK customer-related issues.
- Mentor and provide support for tickets and questions escalated by BPO agents.
- Work with the Global Zendesk administrator to design and implement chatbot experiences.
- Collaborate with Global Customer Happiness counterparts on standardized onboarding processes and training materials.
- Calibrate with other Global Customer Happiness teams on Quality Assurance topics.
- Represent Customer Happiness in collaborative work with the Quality and Legal teams for High Risk issues.
Requirements
- Experience managing or working closely with a BPO or outsourced support partner.
- Strong working knowledge of Zendesk (or comparable helpdesk platform), including inbox and SLA management.
- Proven ability to design, deliver, and continuously improve training programs.
- Comfortable conducting Quality Assurance audits and translating findings into coaching and process improvements.
- Analytical mindset, with experience using CSAT and other KPI data to identify root causes and drive improvements.
- Excellent stakeholder management skills, able to work cross-functionally with Operations, Marketing, Product, Quality, and Legal.
- Strong communicator, comfortable owning escalated and high-risk customer issues.
Skills
- Zendesk
- Adyen
- PayPal
- Business Central administration
- CSAT analysis
- Stakeholder management
- Communication
Location
- UK
Work Type
- Full-time
Experience Level
- Manager
Benefits
- Competitive salary
- Range of comprehensive benefits tailored to location
- Continuous Learning: Benefit from internal/external training and an individual learning budget.
- Tonie Discounts: Enjoy attractive discounts on our entire range of products.
- Rest & Recharge: Generous paid time off.
About the Company
- tonies is the world’s leading interactive audio platform for children, with over 12 million Tonieboxes and 165 million Tonies sold globally.
- Our intuitive, screen-free system empowers children to learn and play independently in a safe and engaging way.
- With a presence in over 100 countries and a diverse portfolio of ~1,500 Tonies across multiple languages, we continue to redefine how children experience storytelling and learning.
- Since our IPO in 2021, our global team of 630+ colleagues is united by a shared mission: shaping the future of play, learning, and imagination.
- Here at tonies, we are changing the way children listen to their favourite audio content, by making digital audio tangible.
- We have created a safe and playful way for children to experience stories, music and educational content that is loved by parents and children alike.
- By combining the best of digital technology with the magic and playfulness of figurines (the so-called Tonies), our screen-less toniebox provides the perfect platform to enjoy all the benefits and fun of great audio content, without adding to children’s screen time.
Equal Opportunity
- As part of our principles, we are committed to supporting inclusion and diversity at tonies. We actively celebrate our colleagues’ different abilities, ethnicities, faith and gender. Everyone is welcome and supported in their development at all stages in their journey with us.