Customer & Community Service Manager

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, c…