Customer Support @ Mindko & Portfolio Ventures

We are looking for an experienced Customer Experience Manager to take ownership of the support ecosystem for Mindko and our group of partner companies.

This is not a junior "help desk" role. We need a partner who can manage the reputation of our brands. You will be responsible for building relationships with users, driving 5-star Trustpilot reviews, and solving problems with intelligence and empathy. You will not just follow a script; you will use our Handbook as a guide to provide lenient, high-touch support that turns customers into fans.

Position Details:
- Hours: Starts at 12 hours per week (High flexibility).
- Growth Potential: This role is designed to grow significantly. As our portfolio and ticket volume increase, so will your hours and responsibilities.
- The Goal: To transition this into a full-time "Head of Customer Support" role as the company grows.

Key Responsibilities:
- Multi-Brand Management: Act as the central support hub for Mindko and other internal companies, seamlessly context-switching between different brands.
- Reputation & Trust: You are responsible for our public image. You will identify happy customers and strategically guide them to leave reviews (Trustpilot), following our reputation protocols.
- Intelligent Leniency: We don't want robots. You will follow our internal Handbook, but you are empowered to make lenient, judgment-based decisions to resolve issues and make customers happy.
- Omnichannel Support: You will manage inquiries across multiple channels (Zoho Email, HelpScout & ---------- ) ensuring no customer is left behind.
- Our Tech Stack: We need someone who can hit the ground running. Familiarity with these tools is a strong plus:
- Help Scout: Our primary help desk for email tickets.
- ---------- : Managing community tickets and direct support questions.
- Email: Direct communication for high-level inquiries.

How to Apply: To apply, please send an email to ---------- with the subject line: "Banana - [Your Name]".

Note: We use this specific subject line to filter out bots and applicants who do not pay attention to detail. Applications without "Banana" in the subject will not be opened.

Please include only the following 2 things in your email:
1) Your CV.
2) A 1-2 minute Loom video introducing yourself. Please specifically address:
- Your experience with our tools (Help Scout, ---------- ) or similar platforms.
- An example of a time you used your judgment to solve a problem creatively (rather than just saying "no" because of a rule).

Application Deadline: December 22 at 11:59 AM (GMT+1).