Remote Customer & Community Experience Lead

The KK Group; United States; Remote; USD 40,000 - 45,000; Full time

Benefits offered by this job

Remote working

25 days annual leave

Pension

Private health and dental insurance

Staff share option scheme after 12月

Job summary

The KK Group is seeking a Customer & Community Service Manager to support members and customers across the KK brands, central to our customer experience and the private members club. You will handle customer inquiries, drive community operations, moderation, events, educator partnerships, and continuously improve Zendesk, Intercom, and the knowledge base to deliver fast, accurate, and friendly support.

This is a remote role with flexible hours; some evenings and weekends may be required, and you

Qualifications

• Experience in customer service.
• Experience managing online communities.
• CRM experience.
• Excellent organisational skills.
• Strong written communication.
• Confidence handling sensitive situations.

Responsibilities

• Manage customer enquiries across KK Membership and KK Cruise.
• Oversee day-to-day operation of the online members club.
• Moderate the community and support member engagement.
• Coordinate educator schedules and run member workshops.
• Maintain and improve Zendesk, Intercom, Help Centre and Knowledge Base.
• Identify recurring issues and improve workflows and AI-assisted support.

Skills

Customer service

Community management

CRM experience

Organisational skills

Written communication

Sensitive situations

Tools

Zendesk

Intercom

Job description

The KK Group is seeking a Customer & Community Service Manager to support members and customers across the KK brands, central to our customer experience and the private members club. You will handle customer inquiries, drive community operations, moderation, events, educator partnerships, and continuously improve Zendesk, Intercom, and the knowledge base to deliver fast, accurate, and friendly support.

This is a remote role with flexible hours; some evenings and weekends may be required, and you