Head of Customer Service

Magic Media Works Ltd ,
London, Greater London
More Details
Job Type: Full-time
Salary: £45,000 per annum

Overview

Magic Media Works Limited are hiring a new Head of Customer Service, starting asap. Magic Works is a small and dynamic company that embodies all the excitement and disruptive innovation evoked by the label "start up", whilst enjoying the stability and the wealth of talent of a much larger organisation. The company has benefitted from the prestige of its founder and CEO Rob Lewis’s many successful past ventures to secure an experienced, confident and friendly team. We’re united in our goal of reinventing music streaming for the mass market, and have created a fun, and effortless music entertainment console that puts music back at the center of the home. We intend to do for streaming what the mini HiFii did for CD’s. We had a tremendous year in 2019 and are scaling the business to the next level through 2020. Our ideal candidate is of course hands-on and great at communicating with customers, but also creates structured, measurable and scalable processes that allow the business to flex through the seasons. In addition, we take significant input on our product from the support channel and customer support is key is to ensure we understand the perspective of our user base to create the best product we can. Responsibilities: Ownership of Customer Support service and its interface to other parts of the Magic Works business, reporting to the COO. Handling customer communication on a day-to-day to basis. Confident with technology and in describing issues clearly to the product engineering team. Help the definition and management of a new scalable support model for the business. Defining and reporting of KPIs across customer service. Recruiting staff where required in busy periods. Creation and refinement of online FAQs. If you enjoy delivering at pace, being a leader within close-knit teams, and the idea of working on a completely new and innovative product excites you, please reach out. The offices are based in Kings Cross. And the application process typically entails a screening phone call taking around half an hour, with a follow up face-to-face interview at our offices. %MCEPASTEBIN%

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