Community Experience Team Lead (12-month FTC)

Company Description

Depop is the community-powered circular fashion marketplace where anyone can buy, sell and discover desirable secondhand fashion. With a community of over 35 million users, Depop is on a mission to make fashion circular, redefining fashion consumption. Founded in 2011, the company is headquartered in London, with offices in New York and Manchester, and in 2021 became a wholly-owned subsidiary of Etsy. Find out more at www.depop.com 

Our mission is to make fashion circular and to create an inclusive environment where everyone is welcome, no matter who they are or where they’re from. Just as our platform connects people globally, we believe our workplace should reflect the diversity of the communities we serve. We thrive on the power of different perspectives and experiences, knowing they drive innovation and bring us closer to our users. We’re proud to be an equal opportunity employer, providing employment opportunities without regard to age, ethnicity, religion or belief, gender identity, sex, sexual orientation, disability, pregnancy or maternity, marriage and civil partnership, or any other protected status. We’re continuously evolving our recruitment processes to ensure fairness and are open to accommodating any needs you might have.

If, due to a disability, you need adjustments to complete the application, please let us know by sending an email with your name, the role to which you would like to apply, and the type of support you need to complete the application to [email protected]. For any other non-disability related questions, please reach out to our Talent Partners.

We are looking for a team leader to join Depop’s Community Support team. This role will involve leading a team providing outstanding support across multiple channels (e.g. email, social media). You will provide mentorship, day to day leadership support and performance management techniques via 1-1s to help our team to deliver exceptional support, resolving complex user escalations and encourage self development. You will be key in setting up the team for success and instrumental in ensuring the team knows the expectations of the role and the targets they need to hit through various milestones.

You’re approachable, a great listener, always happy to help and apply a fair and consistent approach to how you develop your team. You are the main source of support for the team for knowledge, advice and a channel of escalation for user enquiries.

You'll work with the Community Support Leadership team in communicating day-to-day operations based on incoming user enquiries, communicating daily performance metrics and providing feedback to the team. You take initiative to make positive changes and you can reflect on results quickly, change gears, and motivate the team.

Responsibilities:

• Guide your team to consistently deliver quality and user resolution based goals daily and weekly

• Work closely with your team to spot areas of opportunity and development, and provide feedback

• Facilitate regular 1-1s with your team and dedicate time to working on their performance and personal development

• Be a final point of escalation for more complex user situations where a user may request to speak to a manager

• Utilise performance data such as USAT (CSAT), quality scores, productivity and resolution metrics to identify team-wide areas of opportunity and implement change quickly

• Motivate, engage and inspire a large team to provide high-quality user-focused support to our community

• Analyse and implement ideas that can positively impact team workflow, and therefore improve user experience

• Work closely with our Training, Quality and Real Time teams to find common trends in order to provide meaningful coaching, training and feedback to your team

• Be a point of contact to provide key company updates and be confident in sharing feedback to all levels

• Maintain a user focus approach to everything you do

Work pattern:

• This is a full-time position (37.5 hours a week). Working hours range from 7am - 11pm Monday to Friday across 4 different shift patterns (7am - 3:30pm, 8:30am - 5pm, 9:30am - 6pm & 2:30pm - 11pm)

• On call for one weekend a month to take absence calls

What we are looking for:

• A genuine love for Depop and a deep understanding of our DNA, mission, and goals

• Previous experience in a Team Lead position or similar

• Previous experience of working with KPIs in a customer facing environment

• Confident at having all types of people related conversations

• Data focused decision making skills and the ability to forecast potential roadblocks

• Strong communication skills

• A smart worker who can plan and implement new processes to maximise efficiency and resources

• Ability to work remotely, across different shift patterns

Additional Information

Health + Mental Wellbeing

• PMI and cash plan healthcare access with Bupa

• Subsidised counselling and coaching with Self Space

• Cycle to Work scheme with options from Evans or the Green Commute Initiative

• Employee Assistance Programme (EAP) for 24/7 confidential support

• Mental Health First Aiders across the business for support and signposting

Work/Life Balance:

• 25 days annual leave with option to carry over up to 5 days

• 1 company-wide day off per quarter

• Impact hours: Up to 2 days additional paid leave per year for volunteering

• Fully paid 4 week sabbatical after completion of 5 years of consecutive service with Depop, to give you a chance to recharge or do something you love.

• Flexible Working: MyMode hybrid-working model with Flex, Office Based, and Remote options *role dependant

• All offices are dog-friendly

• Ability to work abroad for 4 weeks per year in UK tax treaty countries

Family Life:

• 18 weeks of paid parental leave for full-time regular employees

• IVF leave, shared parental leave, and paid emergency parent/carer leave

Learn + Grow:

• Budgets for conferences, learning subscriptions, and more

• Mentorship and programmes to upskill employees

Your Future:

• Life Insurance (financial compensation of 3x your salary)

• Pension matching up to 6% of qualifying earnings

Depop Extras:

• Employees enjoy free shipping on their Depop sales within the UK.

• Special milestones are celebrated with gifts and rewards!