Community Support Social Lead

Depop is the fashion marketplace where the next generation buy, sell and get inspired. We are headquartered in London, UK with locations in Manchester, New York, Los Angeles and Australia. We have over 20 million registered users in 147 countries. In the UK, 1 in 3 Gen Z/Millennials are registered and in the US we have grown 300% over two years. We are also the only European player to have recently entered the top 25 shopping apps by daily active users.

Our mission is to empower the next generation to transform fashion, and our team of over 250 people are dedicated to serving the needs of our global community.

We operate on three pillars:

1. Community: Our buyers, sellers and employees are inclusive, diverse and accessible. We are committed to empowering diversity within the fashion community.
2. Entrepreneurship: We support our community and help them build their business with Depop. We thrive on supporting innovation by shaping an environment where creators, makers or hustlers can thrive. 
3. Sustainability: Depop helps extend the life of garments and reduce waste, we care about the world and want to make a positive change within the fashion industry. 

Role:

Right now, we are looking for a Community Support Social Lead to join our Community Experience team based in London. We are looking for someone to drive the quality of support we offer our sellers & buyers through our social channels such as Twitter, Facebook & Instagram. Our mission is to provide personalised quality support and educate our users.  

You will be one step ahead of the game by using our social platform to spot trending issues and report to leadership to suggest proactive communication from Depop, whilst aligning with the Brand Marketing strategies. 

The role will develop new initiatives to provide support through social whilst maintaining the best quality possible, consistently aligning with security & GDPR policies.  You'll work with the Leadership team in communicating day-to-day operations based on incoming reports, communicating daily performance metrics and providing feedback to achieve proactive & reactive targets weekly and have 1-1s to provide development and performance indicators.

Being a Leader means you are data driven. You can spot trends and demand change from data. Providing more education through our social channels will be an important way to drive down the contact ratio. You will help our team to drive new ideas and grow their skills. Proven high-performance experience in your current role, you are the main channel of escalation for the team and a go-to person for Social Support knowledge across the company. 

Long-term goals of the Social Lead are:

• Build out comms for a personalised experience and fresh approach
• Build out proactive/educational side of Social @teamdepop IG
• Analyse our Outsourcing team for potential growth in workflows
• Drive to achieve OKR based metrics on satisfaction, resolutions and first-time response

Please note that we are currently working remotely until further notice during the COVID-19 pandemic.

Responsibilities

• Deliver exceptional support to our growing Community on a daily basis by being user focused at all times across our social media channels
• Be the driving force of performance for the CX Social Team to deliver quick, personalised help for our community
• Work closely with the Social marketing team to support new initiatives, and ensure CX is closely aligned with the Depop brand
• Report on and utilise data such as user satisfaction feedback and performance metrics, identifying key areas of opportunity
• Motivate and inspire a large team to provide high-quality personalised and consistent support options
• Pitch and implement ideas that can positively impact team workflow, and therefore improve user experience
• Work closely with our Training & QA teams to deliver meaningful training and feedback
• Be a point of contact in order to provide key updates company-wide, and be confident in sharing feedback to all levels
• Plan and execute strategies to drive the presence of our dedicated Support social media channels

Requirements

• Previous experience managing a customer support team focusing on social media channel requests
• A genuine love for Depop and a deep understanding of company values, mission, and goals
• Previous experience of leading a team to hit key KPI's
• Strong communication skills and confidence in providing feedback, nurturing both team development and cross-functional relationships
• Very comfortable with a dynamic, ever changing start-up environment and willingness to change speed/direction quickly for business needs
• A smart worker who can plan and execute new processes to maximise efficiency and resources
• An agile nature - ability to keep calm under pressure whilst dealing with any issues/outages
• Ability to work with a team IRL and remotely, across different time zones

Benefits

Depop offers the opportunity to work in one of the UK's fastest-growing scale-ups, with a vibrant and diverse group of people, building a product we all deeply care about, in addition to:

Learn and Grow: We sponsor and run a myriad of programs, conferences and meet-ups to up-skill our employees and enhance their journey with us, just ask!
Wellbeing: We care about wellbeing. We offer a cycle to work scheme, healthy fruit and snacks in the office, breakfast every Tuesday, eye-care vouchers and a discounted gym membership.
Mental Health: Mental health is a top priority for Depop. We offer subsidised counselling appointments through SelfSpace, have mental health first aiders and also run yoga, meditation and more.
Work/life balance: We have 25 days of holiday with the opportunity to buy or sell 5 more, a day off for activism, and sabbaticals for our long-serving employees.
Family life: We offer flexible working (based on your team), generous parental leave policies, and, all of our offices are dog-friendly!
Financial: We match up to 6 percent on your pension based on qualified earnings and have retail discounts from benefithub.
Fun: We love to celebrate our successes at Depop. On Friday we finish an hour early to socialise with free food, and have amazing Winter and Summer Parties. We also host internal employee socials such as quiz night, games night, movie night and more.

Depop is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.