About the role
Overview
We are hiring a Customer & Community Service Manager to support members and customers across the KK Group. This role sits at the centre of both our customer experience and our online members community.
You will be responsible for delivering exceptional customer service across all brands while helping manage, moderate and grow our private members club.
From resolving support enquiries to ensuring our communities remain active, safe and engaging, you will play a key role in how members experience KK every day.
This is not a traditional customer service role.
Alongside responding to customer enquiries, you will oversee community operations, support advocates and educators, manage moderation, coordinate member activities, and continually improve the systems that power our community.
We are looking for someone who understands that exceptional customer service builds trust, while exceptional community management creates belonging.
The Role
You will manage customer communications across multiple brands while overseeing the day to day operation of our online members club.
You will respond to customer enquiries, solve problems, moderate our community, support member engagement and ensure members feel valued at every stage of their journey.
You will work closely with the founders and wider team and become highly familiar with how the business operates.
This role requires someone who is organised, calm under pressure, proactive and capable of handling sensitive situations with professionalism and discretion.
Customer Support
You will manage customer enquiries across the KK Membership and KK Cruise
Including:
Ticket systems
Email enquiries
App support
Booking support
Membership support
Event enquiries
Payment enquiries
General customer support
You will ensure:
Fast response times
Clear communication
Professional tone
Accurate information
Complete resolution of issues
A consistently high standard of customer care
Community Operations
You will help manage the day to day operation of the KK online members club, ensuring our community remains welcoming, active and well managed.
Responsibilities include:
Reviewing and approving member social events
Reviewing and approving member chat groups
Daily management of member chat groups and event communities
Ensuring communities remain active and conversations do not become idle
Acting as the primary point of contact for community related issues
Supporting members with community enquiries
Working closely with Community Advocates (KOMs), ambassadors and hosts
Creating and assigning operational tasks for Community Advocates and Hosts
Encouraging engagement and participation throughout the community
Community Moderation & Safety
You will help maintain a safe, respectful and welcoming environment across all of our digital platforms.
Responsibilities include:
Reviewing reported profiles
Reviewing reported photos
Reviewing reported messages
Reviewing reported feed posts
Reviewing reported events
Moderating profile images and uploads
Ensuring community descriptions and imagery meet brand guidelines
Supporting safe and respectful member behaviour
Escalating safeguarding or behavioural concerns where appropriate
Supporting investigations into member reports
Community Programming
A successful members club needs regular reasons for members to connect.
You will help coordinate activity across the community by:
Managing relationships with educators and workshop hosts
Coordinating educator schedules
Scheduling a minimum of two member workshops each month
Creating events within the platform
Supporting both online and in-person member experiences
Helping maintain the community calendar
Customer Service Systems
You will operate and improve our customer service platforms.
Including:
Zendesk
Intercom
Help Centre
Knowledge Base
You will help ensure customers can easily find the information they need and continually improve the quality of our support resources.
Process Improvement & AI
We expect both customer service and community operations to continually improve.
You will:
Identify recurring customer issues
Improve internal workflows
Improve help articles and documentation
Suggest system improvements
Improve customer communication journeys
Explore AI-assisted customer support
Improve knowledge automation
Help develop chatbot and self-service capabilities
Build automation for repetitive community tasks
Our goal is simple: help customers get answers faster while creating a better member experience.
Sensitive Situations
Some customer and community issues involve sensitive or adult topics.
You must be comfortable handling:
Private personal information
Sensitive member situations
Reports of inappropriate behaviour
Community disputes
Safety concerns
Some situations may require escalation internally or externally, including to relevant authorities where appropriate.
Professional judgement, empathy and discretion are essential.
Event Support
During major launches, events and cruises, customer demand increases.
You will help support members during these busy periods.
This may include:
Extended hours during launches
Supporting live events
Weekend work when required
Time off in lieu will always be provided.
Requirements
Required Experience
Ideal candidates will have:
Experience in customer service
Experience managing online communities
CRM experience
Excellent organisational skills
Strong written communication
Confidence handling sensitive situations
Highly desirable:
Zendesk
Intercom
Community moderation
Membership businesses
Events
Apps or digital products
The Right Person
You are:
Organised
Calm under pressure
Empathetic
Reliable
Professional
Proactive
A confident communicator
Comfortable making decisions
You genuinely enjoy helping people.
You understand that excellent customer service builds trust, while excellent community management creates belonging.
You take pride in creating exceptional experiences for every member.
Eggs Benedict
Every team member at KK is expected 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 television, fetching coffee, performing on stage and, during a busy breakfast service, serving Eggs Benedict to guests.
Every part of the experience mattered, and everyone stepped in wherever they were needed.
Some days you will be answering customer enquiries.
Some days you will be moderating communities.
Other days you may be helping launch new features, testing booking systems, creating knowledge articles, supporting an event or helping a team member solve a problem.
Titles do not matter here.
Outcomes do.
If something needs doing, you do it.
That is Eggs Benedict.
Working Structure
Remote role
Flexible working hours based on customer demand
Some evenings and weekends required
Time off in lieu provided
Additional hours may be required during major launches and events
Package
£30,000 to £34,000 depending on experience
25 days annual leave plus bank holidays
Pension
Private health and dental insurance
Remote working
Freelance initially, transitioning to PAYE
Opportunity to join the staff share option scheme after 12 months
Benefits
Package
Salary range: £30,000 – £34,000 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 heart of the KK member experience.
You will be responsible for delivering outstanding customer service, operating and growing our online members community, improving systems and processes, and helping create a safe, engaging and welcoming environment across every KK brand.
If you enjoy solving problems, building communities and creating exceptional experiences, we'd love to hear from you.
Originally posted on Himalayas