Head of Support & Community Operations, UK at Nextdoor
United Kingdom

Nextdoor is the private social network for you, your neighbours and your community. Nextdoor's mission is to be the essential local app for neighbours to build connections, stay informed, and help each other in their everyday lives. We’re used by millions of members in over 236,000 neighbourhoods across 10 countries. We have offices throughout the globe and we are backed by Silicon Valley's leading investors.

As the Head of Support and Community Operations, you are responsible for supporting our members, improving our operations, and expanding our support channels. You have a great team of 5-6 support agents and will need to hire more as our member and customer base expands throughout the UK and Europe. You will be trusted to develop new support channels, bring our operation management capabilities to the next level, and be responsible for analysis of the most common member issues in order to make informed product decisions. In addition, you will represent the voice of members to the rest of the organization to ensure that everyone working to improve the Nextdoor product fully understands our members’ needs. This role is based in our London office.

Responsibilities:

  • Develop and implement programs that enable Nextdoor to scale our support efforts
  • Improve our operational management capabilities in order to improve our support performance
  • Establish key metrics to identify user pain points and develop creative solutions
  • Analyze member and customer feedback and advocate for enhancements with the Product Team, while also serving as the voice of Nextdoor to our users
  • Act as a point of escalation for member and customer requests. 
  • Maintain an ever-changing support center to ensure quality and accuracy 
  • Develop and maintain a program for ensuring Nextdoor “Leads” are engaged in their communities

Requirements:

  • A passion for helping people
  • Exceptional communication skills (written and verbal)
  • Strong listening and interpersonal skills
  • Fluent in English
  • University degree (in lieu of degree, relevant skills or equivalent experience)
  • Ability to quickly grasp technical concepts, analyze problems and implement creative solutions
  • Extremely organized; attention to detail is a must
  • Self-starter with ability to work independently on multiple initiatives at the same time
  • Excellent project management and people development skills
  • 6+ years of experience in a high performance organization
  • Experience as a multi channel customer support manager
  • Experience with Tools like Google Analytics, Tableau, or other analytics software a plus

Benefits:

  • Gym membership allowance
  • Free team lunches on a weekly basis
  • Casual, open office environment
  • Central London location
  • Committed, passionate and fun team
  • The option of an adjustable standing desk.