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Freelance Experience Manager for Digital Workforce
hace 1 mes
Company Overview:
YunoJuno is a pioneering platform revolutionizing the freelance industry. With a focus on connecting skilled freelancers with forward-thinking businesses, we're redefining how companies source and manage their contingent workforce.
About the Job:
We're seeking a highly experienced Freelance Experience Manager to join our UK and US teams. As the first point of contact for customer queries, you'll be the driving force behind delivering exceptional customer service and ensuring a seamless experience for our clients and freelancers.
Responsibilities:
- Manage platform customer support and compliance queries via Intercom, ensuring timely and effective resolution.
- Adhere to our strict response time and CSAT SLAs, maintaining a high standard of customer satisfaction.
- Collaborate with the product team to gather user feedback and suggestions, driving product improvements.
- Troubleshoot and provide technical support for users, resolving product and service issues efficiently.
- Escalate complex customer inquiries to the appropriate team when necessary.
- Support onboarding, offboarding, and freelancers for key accounts, ensuring a smooth transition.
Requirements:
- Prior customer support experience is essential.
- Standard working hours are 9am-5:30pm, with occasional flexibility to support US clients.
- Desirable experience with Intercom or Zendesk.
- Proven track record of managing customer queries across various platforms and channels.
- Excellent communication and writing skills, with a passion for problem-solving.
- Familiarity with compliance queries and HR industry regulations is a plus.
Benefits:
- A competitive salary of £40,000 - £55,000 per annum, depending on experience.
- Generous 25-day annual allowance, plus Bank Holidays.
- Birthday off and voucher.
- Company pension scheme.
- Healthcare insurance with Vitality.
- Free eye test.
- Cycle to work scheme.
Why YunoJuno:
We value diversity and believe that a diverse team is a strong team. We welcome applicants from all walks of life and encourage those with alternative identities, backgrounds, and experiences to apply. Our commitment to fairness and accessibility is reflected in our hiring process, and we're happy to accommodate any requests to meet your requirements.
