**About Quell.

** Quell is on a mission to make fitness gaming incredible. Our launch title, Shardfall, lets you get fit fighting, running, leaping and dodging your way through an unforgettable fantasy world. We’ve built a game-changing wearable device which adds resistance, powerful haptics to the player’s actions without the need for a VR set-up.

The market is massive; our pre-launch marketing has already generated $1.5m in preorder revenue. We’ve secured over $15m in funding from top-tier VCs and angels, including Khosla Ventures and the founders of Twitch.

**YOUR MISSION.

** We are seeking a passionate and experienced Customer Care Manager to join our growing team on a 9 month FTC basis with the possibility to go permanent after that.

In this capacity you will play a crucial role in shaping how we engage with our customers through CS channels, managing our outsourced CS agency team, and working with internal stakeholders to ensure that customer feedback is shaping what we do within the business to better serve our customers.

The aim of this role is to make Customer Service a core strength of the business that drives great customer outcomes and positive word of mouth. We deliver excellent Customer Service today but we don’t want to rest on our laurels and we’re looking for a Customer service expert to come in and help us elevate our game even further.

**Your Responsibilities.

** As the Customer Care Manager, you will play a crucial role in driving customer engagement, satisfaction, and retention through effective management of CS queries. You will be responsible for;

  • Managing our outsourced CS agency (Aventus) to ensure timely, and high quality management of CS queries and issues.

  • Constantly reviewing the status of all live CS tickets and actively managing effective resolution of issues in a timely manner.

  • Collating and providing insight and feedback to internal stakeholders to ensure that CS themes and issues are understood and the business is able to make necessary changes to deliver better service to our customers across our game and hardware.

  • Maintaining and building an effective knowledge bank for our Customers and CS agents to use to troubleshoot issues (FAQs on our website and key information to allow our agents to manage CS tickets effectively)

  • Along with the Senior Ecomm and Customer Success Manager, conducting a review of our CS tech platform and if needed manage the transition from our current provider

  • Creating and maintaining service Standard Operating Procedures (SOPs) for our outsourced CS agency and across the wider company so that we have established and consistent ways of dealing with common customer issues.

  • Working closely with the logistics team to resolve shipping disputes while improving Quell’s returns process

**What We’re Looking For.

** An experienced CS manager with experience of working in a similar role in a high paced D2C environment. This role is an FTC position but there is a possibility of the role being made permanent as we understand more about our long term CS needs.

We are looking for c.3-5 years experience in an in-house Customer Service team and someone who has experience of working with outsourced CS agents.

**You Will Also Have

**

  • A passion for helping Customers and delivering excellent service

  • Experience in front line CS support for a D2C organisation

  • Strong written and verbal communication skills

  • An interest in gaming and/or fitness (desirable)

**EXTRA CREDIT.

**

  • Experience working in a start up/scale up

  • Experience working for a subscription business

_This is a hybrid role, with Mondays and Fridays designated as office days.

_ **Benefits.

**

  • Stock options – we want everyone at Quell to take ownership of building our business together so we are pleased to offer all employees a stake in the business to share in our future success

  • Flexibility – Hybrid employees have the flexibility to work from home on Tuesdays, Wednesdays and Thursdays – we all get together in the office on Mondays and Fridays to plan, collaborate and socialise together

  • Work from anywhere – the opportunity to work for up to 10 days per year outside of your country of employment

  • Parental leave – equal, enhanced parental leave of 6 weeks full pay for all new parents, plus further maternity, adoption and shared parental leave in line with statutory requirements

  • Pension scheme – Quell will contribute 3% alongside an employee contribution of 5% of your qualifying earnings

  • Holiday allowance – we offer 25 days annual leave + bank holidays. We also give all employees the days off in between Christmas and New Year (an extra 3 days of holiday!) and the opportunity to use up to 5 bank holidays on days that are most meaningful for you

  • £300 per year wellbeing budget to spend via our wellbeing platform, Heka

  • £300 per year personal learning and development budget to spend on the resources that work for you, in consultation with your Line Manager

  • Access for you and your dependants to our employee assistance programme and private telemedicine service 365 days a year, providing you with support for your mental and physical health, as well as financial and legal matters

  • Cycle to Work scheme – a tax efficient way to purchase a new bike, with most people saving at least 33%

  • PureGym discount – we have a PureGym on site at our offices in Oval, with a 5-10% discount on membership

  • Game and book library – we want everyone at Quell to have the resources to learn – whatever book you want to read or game you want to try, let us know

  • Regular team socials – bringing everyone together (both virtually and in-person) to celebrate our successes

  • Little extras – we want everyone to be comfortable and at their best at work, so we provide complimentary coffee/tea, fresh fruit and snacks throughout the day

In line with the Equality Act 2010, should you require any reasonable adjustments to the application process please let us know via the form and we will get back to you to discuss your requirements as necessary.