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Ruuby, the leading on-demand beauty services platform, is seeking an exceptional Concierge Escalation Manager to elevate our customer service excellence and drive operational efficiency during high-volume periods.
About the Role:
As Concierge Escalation Manager, you'll lead our dedicated team while personally handling complex customer and therapist interactions. This dual role requires both leadership expertise and hands-on problem-solving skills to maintain Ruuby's reputation for outstanding service across the UK and Europe.
Location: Remote role based in Manchester or London
Hours: 40 hours per week, including weekend shifts
Salary: £27,000 per annum + quarterly credit allowance
Key Responsibilities:
* Complex Issue Resolution: Be the primary touchpoint for escalated or complex customer inquiries, leveraging your expertise to navigate and resolve medium and high complaints and booking requirements.
* Booking Management and Upsell: Actively respond to customer inquiries, ensuring that our customers are receiving the highest level of care. You’ll also look at upsell opportunities to help maximise Ruuby revenue.
* Operational Oversight: Oversee team rotas, Hubspot hygiene, knowledge base management and cultivate a positive culture within the team.
* Leadership Excellence: Coach and manage a team of Concierge Specialists, ensuring Ruuby’s high standards are consistently met and exceeded.
* Performance Metrics Mastery: Manage the team’s efficiency and quality, specifically keeping an eye on Tickets per hour, response SLAs, CSAT and QA.
* Process Optimisation: Identify areas for process optimisation and efficiency improvements and support the training and rollout of these process changes.
* Customer Champion: Work with technology and product teams to be the voice of the customer, sharing feedback on product issues or improvement opportunities.
Required Experience:
* Proven track record in customer service team management
* Experience in handling various communication channels including phone, email and WhatsApp
* Experience handling escalated customer issues and complex complaint resolution
* Proficiency with Hubspot and other customer service platforms
* Background in beauty, hospitality, or luxury service industries preferred
* Experience with JIRA preferred
Who you are:
* Team Manager: Experience leading or managing a team.
* Positive Mindset: A positive attitude that rubs off on the team to help create a strong culture internally.
* Technical Proficiency: Advanced understanding of customer service and ticketing platforms, ideally Hubspot and JIRA.
* Communication: Exceptional verbal and written skills, with a unique ability to address diverse customer situations with confidence and professionalism.
* Leadership Traits: Proven capability to inspire and guide a team towards collective and individual achievements.
* Problem-Solving: Strong analytical thinking combined with the dexterity to address complex customer issues and complaints.
* Organisational Skills: A strong knack for multi-tasking, prioritising, and ensuring the smooth operation of the customer service function.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Industries
* Internet Marketplace Platforms
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