Customer Support Executive - Remote

tonies is the world’s leading interactive audio platform for children, with over 12 million Tonieboxes and 165 million Tonies sold globally. Our intuitive, screen-free system empowers children to learn and play independently in a safe and engaging way.
With a presence in over 100 countries and a diverse portfolio of ~1,500 Tonies across multiple languages, we continue to redefine how children experience storytelling and learning. The Customer Happiness Manager manages the day to day UK Customer Happiness operation by working with an external BPO partner. Contacts include Offline written tickets, Live Chats, Returns, Reviews
Complete Quality Assurance Audits
Business Central administration, ensuring accurate processing, posting, and reconciliation of transactions.
Consolidate and share team feedback about necessary changes and updates that will help improve the customer experience
Complete weekly CSAT analysis to determine drivers of dissatisfaction and pain points
BPO Management
Ensure the BPO agents provide an amazing customer experience across all support channels
Mentor and provide support for tickets and questions escalated by BPO agents
Work with Global Customer Happiness counterparts on standardised onboarding processes and training materials
Calibrate with other Global Customer Happiness teams on Quality Assurance topics
Represent Customer Happiness in collaborative work with the Quality and Legal teams for High Risk issues

Experience managing or working closely with a BPO or outsourced support partner
Strong working knowledge of Zendesk (or comparable helpdesk platform), including inbox and SLA management
Proven ability to design, deliver, and continuously improve training programs
Comfortable conducting Quality Assurance audits and translating findings into coaching and process improvements
Analytical mindset, with experience using CSAT and other KPI data to identify root causes and drive improvements
Excellent stakeholder management skills, able to work cross-functionally with Operations, Marketing, Product, Quality, and Legal
Strong communicator, comfortable owning escalated and high-risk customer issues
You’ll be part of a truly international community where every voice is heard.
We offer a competitive salary and a range of comprehensive benefits tailored to your specific location, which we’ll share during the recruiting process.
Collaboration & Community:  We’re big on "we." Continuous Learning  :
Benefit from internal/external training and an individual learning budget to keep your skills as sharp as a Tonie’s ears.
Tonie Discounts:  Enjoy attractive discounts on our entire range of products. You’ll enjoy generous paid time off to ensure you have plenty of time for your own stories.
As part of our principles, we are committed to supporting inclusion and diversity ryone is welcome and supported in their development at all stages in their journey with us.
Here at tonies, we are changing the way children listen to their favourite audio content, by making digital audio tangible. We have created a safe and playful way for children to experience stories, music and educational content that is loved by parents and children alike. By combining the best of digital technology with the magic and playfulness of figurines (the so-called Tonies), our screen-less toniebox provides the perfect platform to enjoy all the benefits and fun of great audio content, without adding to children’s screen time.