Head of Customer Operations

3 weeks ago


London, United Kingdom Bark.com Full time

**About Bark**

Bark is revolutionising the way people find professionals in over 1,000 unique categories. As the UK's largest and fastest-growing services marketplace, we're on a mission to make finding the right professional quick and easy. With a presence in eleven countries and plans for further expansion, joining us at this genuinely exciting time will be a journey like no other.

Our cutting-edge technology ensures that you can always find the best professional for any job. With a talented team of over 200 dedicated individuals, we're committed to providing exceptional service and ensuring that our customers are satisfied every step of the way.

As a profitable scale-up, we recently ranked 64th in the Sunday Times 100 fastest-growing private tech companies in 2023. Bark offers the best of both worlds - the excitement and agility of a start-up combined with the financial security of a revenue-generating established company. You'll have ownership, responsibility, and stimulation without any of the worry.

**About the Role**

**Responsibilities**
- Develop and implement customer operations strategies to ensure excellent customer experience and satisfaction.
- Assess opportunities for outsourcing and automation to drive significant improvement in efficiency
- Collaborate with the leadership team to build out additional functional expertise such as non-customer facing operations and trust and safety.
- Use customer feedback and data analytics to drive improvements in our service and processes.
- Work closely with cross-functional teams to identify customer needs and challenges and develop appropriate solutions.
- Define key performance indicators (KPIs) and implement performance tracking and monitoring systems.
- Develop and maintain customer service policies and procedures, ensuring compliance across all customer operations functions.
- Provide leadership, training, and coaching to the customer operations team, ensuring high levels of engagement and performance.
- Manage the customer support budget and ensure resources are allocated efficiently.

**Perks and Benefits**
- Share options in a rapidly growing company whose founders have a proven track record and are Private Equity backed
- Flexible working policy with a central office in London
- Private health insurance run by Aviva including dental cover
- Personal annual L&D Budgets with £1,000 to spend on your development
- Enhanced Gympass membership for all employees with access to mental health courses and fitness classes
- Fully stocked kitchen and weekly team lunches
- Financial advisor
- Cycle to work scheme
- Regular wellness weeks with industry leading talks through to massages in the office
- Being at the forefront of an industry with new and exciting problems to solve

**Required Skills and Experience**
- At least 8-10 years of experience in customer operations or a related function, preferably in a marketplace business model.
- Proven experience in managing a customer support team.
- Experience in setting up operational processes and scaling customer operations in a high-growth environment.
- Strong knowledge of customer service software, databases and tools.
- Excellent understanding of management practices and techniques.
- Superior analytical and problem-solving skills.
- Exceptional leadership and communication skills, with a strong track record of team development.
- Proven ability to manage complex projects and drive results.


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