About Poptop
Poptop is the industry-leading marketplace platform for private party experiences. We help people right across the country to take their parties to the next level. We inspire party planners with extraordinary services and experiences from some of the UK’s very best events suppliers.
We offer up a host of inspiring, targeted ideas, recommend the best fits for our clients, and make the booking process swift and easy. Plus, we’re with them every step of the way - helping to make their party experience bigger, better, and bolder than ever before.
In 2020, we revolutionised the modern events industry by introducing two groundbreaking technologies to the market: Instant Quote (a modern alternative to traditional, outdated lead generation) and clear, easy-to-understand service listings (instead of dull and confusing supplier profiles). In 2023, we also launched our own, in-house Poptop party experiences - managed by our expert team and absolutely guaranteed to elevate parties with their unique offerings and unmatched quality.
Our mission is to create ever more memorable parties, bringing people together to spend quality time with the people they care about. Our goal is to become the world's favourite destination for planning private parties.
About the role
We are looking for a brilliant, inspiring Team Lead for our Customer Support Team to help us create a forward-looking, state-of-the-art support system of the future. This system aims to enable event planners and suppliers to achieve their goals quicker, easier, and more efficiently than ever before. You’ll also be tasked with leading a small, dedicated team of Customer Support experts, helping them to shine in their roles by delivering a best-in-class service to our clients.
Our vision for support involves AI enhancement, not replacement. We believe that nothing can replace meaningful human interaction. We have already begun implementing the latest AI (LLM) technologies to provide an in-depth analysis of communication between clients and suppliers. We need you to breathe life into this system, and make it work for the department and the organisation as a whole.
You’ll also be a key part of our management team - helping to shape the future of our platform alongside senior leadership.
Key responsibilities:
- Lead a remote team of of 3 amazing Poptop party experts (Rhian, Khuslen & Erica)
- Set a high standard of customer care and become a user advocate within the team
- Own & deliver Poptop’s support vision (approach, tech stack, integrations with R&D)
- Own support KPIs, knowledge centre, and complaints procedures.
- Optimise all support resources for the best “return on time spent”
About you
You have a strong level of experience in support and customer care, specifically within consumer-focused online brand(s). You now feel ready to take your career to the next level, and create something amazing for yourself while leading others toward your vision. You are independent, curious, resilient, have a passion for data, and possess strong communication skills (English). You welcome challenges and are eager to grow along with the company.
Ideally, you can spend two days a week in our London office, but we are open to considering full remote work if we find the perfect match.
What is it like working at Poptop
We are extremely focused and dedicated to our goal - building the #1 brand for private parties. We are experts in what we do. We are remote-first, but love spending time together. We are adventurous and daring, but no nonsense.
We are driven by implementing best in class tech solutions to improve real life human interactions. Our 2 key cultural values for 2024 - excellence and efficiency in everything we do.
Our team is small, but dedicated and united by a common goal to take Poptop to the next level. We champion everyone who works for us - and believe in giving every member of our team the room to shine in their role.
Mostly - we’re good fun! We’re in the business of creating good times, and we’re looking for someone to join us who shares this positivity and thirst for life.