Customer Support Manager

We're looking for Intercom experts to help us to make sure our Pride attendees and partners have the information they need to have an amazing day.
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In previous years, Pride teams have used shared email inboxes to respond to incoming queries about their specialist area. They'd answer the same questions over and over again, which took up valuable volunteer hours that could be spent on their actual Pride role.

In 2019 the Digital team introduced Intercom to provide first line support and enable other teams to focus more on their core roles. We've already had 1,500+ conversations on it and some very happy users, but long term need a dedicated team to manage the day to day conversations and helping us to improve how and when we communicate information people ask about frequently on our online platforms.

Experience

This role is brand new and so we're ideally looking for an experienced customer experience professional who is very familiar with tools like Intercom to hit the ground running.

In this role you'll be:

  • Answering and tagging queries from the public in a friendly and helpful way
  • Liaising with other Pride teams to find answers to a more specialised questions
  • Customising the setup of Intercom to be more automated/efficient where possible
  • Producing recommendations on how to improve the content on our website and app
  • Working with copywriters to build up our knowledge base with the most popular requests
  • Supporting the Comms team by setting up outbound messages to announce launches, news etc.

What you get out of it:

  • The chance to own and experiment with one of the leading customer support tools today
  • To collect user feedback that helps the organisation make better decisions
  • To help shape the experience on our online platforms
  • The opportunity to work with a diverse product team and learn new skills

Time commitment

Each week you'll usually spend between 4-8 hours on Pride work. This includes a mixture of catchups, meetings and actual work. Depending on the projects we have on the go some weeks will be busier than others, but we know everyone has full time jobs and social lives so try to give plenty of notice of what's coming up.

We don't count it as Pride time, but the Digital team are a pretty social team and get together when we can for fun too.

Or, know someone who would be a perfect fit? Let them know!

Department

Our Culture

Our volunteers are driven and passionate about what they do. Putting on one of London's largest one-day events requires dedication and perseverance. 

Although a lot of our work is completed remotely, there will be plenty of opportunities to meet with your team and others throughout the year to not only plan what's ahead but to socialise too. 

We're looking for enthusiastic people to join the organisation so we can provide a platform for every part of London’s LGBT+ community. 

Already working at Pride in London?

Let’s recruit together and find your next colleague.

email
@pridelondon.org
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