Customer & Community Service Manager

Overview

We are hiring a Customer & Community Service Manager to support members and customers across the KK group of brands including WAX, KK Events, KK Cruise and KK Club.

This role sits at the centre of our community.

You will be responsible for customer service across all brands, ensuring members receive fast, thoughtful and professional support at all times.

You will operate our customer service systems, respond to tickets, and ensure customer issues are resolved efficiently and with care.

This is not a basic support role. We are looking for someone who understands that great customer service builds trust, loyalty and long-term community.

You will also help us improve how we communicate with customers and how we prevent problems before they happen.

The Role

You will manage customer communications across multiple brands and systems.

You will respond to customer enquiries, solve problems, and ensure customers feel heard and supported.

You will also help improve processes and systems so that customer service becomes faster and more efficient over time.

You will work closely with the founders and wider team and will become highly familiar with how the business operates.

This role requires someone who is organised, calm under pressure, and capable of handling sensitive situations professionally.

Core Responsibilities

Customer Support

You will manage customer enquiries across:

• WAX
• KK Events
• KK Cruise
• KK Club

Including:

• Ticket systems
• Email enquiries
• App support
• Booking support
• Membership support
• Event enquiries

Ensuring:

• Fast response times
• Clear communication
• Professional tone
• Accurate information
• Complete resolution of issues

Customer Service Systems

You will operate and improve our customer service platforms.

Including:

• Zendesk
• Intercom
• Help centres
• Knowledge bases

You will help ensure information is clear, accurate and easy for customers to find.

You will help build systems that allow customers to find answers before they need to ask.

Process Improvement

We expect customer service to constantly improve.

You will:

• Identify repeated issues
• Improve workflows
• Improve help articles
• Suggest system improvements
• Improve communication journeys

You will help make customer service faster and better over time.

AI and Automation

We are interested in how AI can improve customer service.

You should be interested in exploring:

• AI assisted responses
• Knowledge automation
• Chatbots
• Self service systems

The goal is to help customers get answers faster and reduce unnecessary friction.

Sensitive Situations

Some customer issues involve sensitive or adult topics.

You must be comfortable handling:

• Private personal information
• Sensitive situations
• Reports of inappropriate behaviour
• Safety concerns

Some situations may need to be escalated internally or externally, including to authorities when required.

Professional judgement and discretion are essential.

Event Support

During event periods and cruise launches, customer demand increases.

You will help support customers during busy periods.

This may include:

• Extended hours during launches
• Support during events
• Weekend work when required

Time off in lieu will be provided.

Requirements

Ideal candidates will have:

• Customer service experience
• Ticket system experience
• CRM experience
• Strong written communication
• Organisation skills

Strong preference for:

• Zendesk experience
• Intercom experience

Useful experience:

• Community businesses
• Events
• Membership platforms
• Apps

The Right Person

You should be:

• Calm under pressure
• Thoughtful in communication
• Organised
• Reliable
• Empathetic
• Professional

You should enjoy helping people and solving problems.

You should take pride in doing the job well.

Eggs Benedict

Every team member at KK must be prepared to do what needs to be done to make things happen.

We call this Eggs Benedict.

The phrase comes from an inspection trip where the Assistant Cruise Director was presenting on TV, fetching coffee, performing on stage, and during a busy buffet was serving Eggs Benedict to guests. Every part of the experience mattered, and everyone stepped in where needed.

Customer service is no different.

Some days you will be responding to tickets and helping customers.

Other days you may be preparing help guides, testing booking systems, or supporting an event team.

Titles do not matter here. Outcomes do.

If something needs doing, you do it.

That is Eggs Benedict.

Working Structure

This is a remote role.

Working hours vary depending on customer demand and events.

Some evenings and weekends will be required.

Time off in lieu will be provided.

During major launches and events, longer hours may be required.

Benefits

Package

Salary range: £32,000 – £35,000 depending on experience.

• 25 days paid annual leave
• Pension
• Private health and dental

The role will begin as freelance and transition to PAYE.

After 12 months there is potential to become part of the staff share option scheme.

Summary

This role sits at the centre of our customer and community experience.

You will be responsible for supporting customers across multiple brands while helping improve systems and processes over time.

This role suits someone who is organised, reliable and takes pride in helping customers and solving problems.