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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.
- Collaborate with UK Operations and Marketing teams to prepare for revenue initiatives and communicate arising issues.
- Coordinate and document donation orders with the Socials team.
- Consolidate and share team feedback for customer experience improvements.
- Complete weekly CSAT analysis to identify drivers of dissatisfaction and pain points.
- Ensure BPO agents provide excellent customer experiences across all support channels.
- Achieve Global Customer Happiness KPIs.
- Serve as the primary contact point for the BPO regarding UK customer issues.
- Mentor and support BPO agents with escalated tickets and questions.
- Collaborate with the Global Zendesk administrator to design and implement chatbot experiences.
- Work with Global Customer Happiness counterparts on standardized onboarding and training.
- Calibrate with other Global Customer Happiness teams on Quality Assurance.
- Represent Customer Happiness in collaborative work with 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.
- Must be currently located in the UK.
Skills
- Zendesk
- Adyen
- PayPal
- Business Central
- CSAT analysis
- Stakeholder management
- Communication
Location
- UK
Work Type
- Full-time
Experience Level
- Manager
Benefits
- Competitive salary
- Comprehensive benefits tailored to location
- Generous paid time off
- Attractive discounts on products
- Individual learning budget
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.