Customer Support Continuous Improvement Lead
JustPark, United Kingdom
Job Description
In the last 2 years, we’ve grown our customer numbers from 1.5 million to almost 5 million registered drivers. The JustPark service is now used by over 30% of motorists across the UK, and our Customer Support team are at the heart of our relationship with our drivers and space owners.
With such rapid growth (we’re one of the fastest-growing startups in the UK) it’s essential that we continue to drive improvements and identify efficiencies in the way we work.
As the Continuous Improvement lead, you’ll be working in our Customer Support team to drive improvements to our selfservice capabilities, customer experience and cost-to-serve.
You’ll be responsible for improving the use of data and converting it into insight that will be used to drive operational effectiveness.
Want to learn more about our award-winning CS team? Check out some of our recent articles on the JustPark blog.
Here’s an idea of your day to day:
- Help improve existing processes and innovate new processes utilising Zendesk to improve the customer and agent experience
- Develop reporting capabilities, metrics amp; dashboards with Zendesk explore / analytics or using other Data Analytics / BI tools
- Manage the use of Zendesk capabilities along with other tools to optimise the effectiveness of JustPark’s customer support
- Lead the configuration of Zendesk including forms/workflows and enhance content in our Help Centre to improve customer self serve capabilities.
- Work with other teams and functions across JustPark to ensure cross-functional alignment
- Maintain and support all Zendesk enhancements and releases
- Identify new Zendesk capabilities and supporting tools and build a technology roadmap for delivering solutions to solve complex process issues and address gaps in service delivery to the customer
- Role model a culture of continuous improvement, embedding it across the team
Requirements
You should apply for this role if you have:
- Significant Zendesk administration experience
- Track record of driving an effortless customer experience
- Experience mapping processes using Lean methodology, identifying areas for improvement and generating actionable insights
- Experience executing on improvements, working with Customer Support and with other areas of the business to lead and drive change across our CS processes
- Demonstrate deep knowledge and usage of various functional areas of Zendesk - Support, Guide, Talk, Chat amp; Explore including new offerings like Messaging/Conversations, AI/Answer Bots
- Excellent written and verbal communications, strong presentation skills
- Proven project management, multitasking, and prioritisation skills
- Self-directed and focused on listening to customer and agent challenges, driving solutions to problems proactively
Benefits
We trust you to know what’s needed to get the job done. So whether you need to work flexible hours that suit you or work remotely occasionally, we’ll work with you to make sure you have the right kit and the right environment for you to succeed. Plus we know it's not all about work! That's why we also offer a range of benefits.
- Stock options
- Free lunch cooked daily
- Learning amp; development allowance
- Enhanced maternity
- Cycle scheme
- Monthly parking credit
- Team social budget, quarterly away-days and yearly retreats
For more information on our values, how we work and why you should join the team, check out our careers page.