About Venntro Media Group
Venntro Media Group is a leader in online dating services, offering a wide range of dating sites including Smooch.com, JustSingles.com, DatingAgency.com, as well as niche dating sites powered by our white label dating platform.
We are dedicated to providing a satisfying and safe online dating experience for our members across the globe.
Role Overview
The Head of Customer Success at Venntro Media Group will lead our global team of customer care agents and oversee the customer success operations to enhance the online dating experience for our members.
This role is pivotal in driving customer satisfaction, managing our AI support chatbot interactions with customers and ensuring the safety and security of our online communities.
Key Responsibilities:
* Lead and manage a diverse team of customer care agents based in the Philippines and South Africa, providing direction and support to ensure high levels of customer service.
* Optimize AI support chatbot configurations to improve customer interactions and reduce the need for direct escalation to customer care agents.
* Work closely with the technology team to enhance AI moderation systems for detecting and eliminating inappropriate content and fraudulent activity.
* Develop strategies to guide members through their online dating journey, enhancing user satisfaction and engagement.
* Implement best practices for customer success, including training programs for customer care agents to improve service quality.
* Collaborate with cross-functional teams to identify areas for improvement in the customer experience and implement solutions.
* Analyze customer feedback and performance metrics to drive continuous improvement in the customer success function.
* Ensure compliance with company policies, online safety standards, and legal regulations regarding online interactions and data protection.
* Drive commercial success through effective customer success strategies, with remuneration aligned to team performance and business outcomes.
Requirements
* Proven experience in a leadership role within customer success or customer service, preferably in the online dating industry or related fields.
* Strong commercial acumen, numerate, and the ability to make data-driven decisions.
* Excellent leadership and interpersonal skills, capable of motivating and managing a geographically dispersed team.
* Experience with AI and machine learning technologies, especially in the context of chatbots and content moderation.
* A pragmatic and dynamic approach to problem-solving, with a focus on the needs of the business.
* Exceptional communication skills, both written and verbal, with fluency in English.
* Willingness to travel occasionally to meet with teams and participate in global strategy meetings.
* A passion for achieving commercial success and a strong motivation to drive team performance.
Benefits
Pension Scheme - You'll join the company pension scheme that offers up to a whopping 10% matched contribution with the option to join workshops and hear advice from experts in the field.
Maternity Package - Regardless of gender, sexual orientation, whether you’ve given birth, adopted or been through surrogacy, we will offer an extremely competitive maternity package to give you the time and space to care for your newborn without worrying about money.
You can take up to 52 weeks maternity leave:
3+ Years Employment:
* 20 weeks (5 months) full pay
* PLUS 12 weeks (3 months) 50% pay
* PLUS 7 weeks statutory pay
* PLUS option of an additional 13 weeks unpaid
6 months to 3 Years Employment:
* 16 weeks full pay
* Plus 8 weeks 50% pay
* Plus 15 weeks statutory pay
* Plus option of an additional 13 weeks unpaid
Paternity Package - It’s important to be there for your loved one and have time to bond with your newborn without worrying about the finances as well - we offer up to six weeks paternity leave! Two weeks full pay as standard, then an option to bolt on two weeks holiday if desired - then an option of an additional two weeks at statutory rate.
Fertility treatment and adoption - We offer unlimited paid time off to attend (or accompany a partner to) fertility, IVF or adoption appointments.
Miscarriage policy - Whether you’re the mother or the father, at a time of such loss we offer five days paid compassionate leave plus the option to bolt on holiday if required.
* Five days paid compassionate leave for women who have a miscarriage
* Five days paid compassionate leave for a father to support a mother
* The option to bolt on holiday for as long as needed
* Phased return to work if required
* Paid leave for any associated or follow-up medical appointments
Pregnancy
termination - Designed to give all employees (women and partners) the space to process and time to recover with uncapped leave.
Critical Illness / Family Support- For those caring for a family member with a critical illness, suffering with old age, or to provide a loved one with some respite, we offer up to five days paid compassionate leave then holiday or unpaid leave for as long as required plus last minute time off and flexible working options in emergencies.
Bereavement for People and Pets - For any form of loss or bereavement, take as long as you need to look after yourself and your family. As a loose guide we offer five days paid compassionate leave for the loss of a family member and two days paid compassionate leave for the loss of a beloved pet.
Remote Working - We understand that work life balance is important. Work where you feel happiest and enjoy the additional time you have from not having to commute.
Flexible working hours- Juggle your time to look after sick children or elderly family members. We trust you to get your work done, whatever time of the day that happens to be.
Day off on your birthday- Your birthday is all about you! So take a day off on us as a birthday gift and spend the day doing what you love.
Mac equipment- We provide brand new mac equipment. It's important the team are working on the latest and greatest tools and software to make their days enjoyable and productive.
Medical insurance- You'll receive treatment on acute medical conditions, which are those deemed to be curable through treatment. We'll cover the full cost of this benefit.
Life assurance - We'll meet the full cost of this benefit and pay your beneficiary a tax free lump sum up to indicated levels.
Exclusive Discounts - We offer an unbeatable range of discounts and deals at over 30,000 brands through Perks. Online, in-store, utilities, high street retailers, cinema tickets and even travel - there’s something for everyone!