We're looking for a full-time Ecommerce Customer Service Team Leader to join our Customer Happiness and North American teams.  NICE TO MEET YOU

Yoto puts kids in control of an inspiring world of audio.

Our screen-free audio players let kids listen, learn and play at their own pace. All while making sure they're safe to explore what inspires them.

The award-winning Yoto Player launched in 2020, just before the big you-know-what. Now you can find it on play mats, kitchen counters and bedside tables all around the world. Yoto Mini, our portable player, launched in late 2021 and is already accompanying kids on some incredible adventures.

The Yoto Card Store has more than 700 titles from some of the world's best creators, publishers and labels. We also create Yoto Originals likeTHIS ONE. Oh, andTHIS ONE TOO!

YOTO CUSTOMER HAPPINESS TEAM

We are fortunate to have a wonderful, growing community of Yoto customers. Many have helped us get to where we are today, and many more will help us reach future milestones. They are the most important part of Yoto, and the Happiness Team has the crucial job of looking after them. Our potential and existing customers like to get in touch with us from a variety of different places including email, live chat and social media. The main aim of the team is to provide unparalleled service across all platforms. As we are growing fast with customers across the globe, we are increasing the number of people within the team so that we can give our customers 24 hour support. 

THE ROLE

You will support the Customer Happiness Manager in overseeing the team's day-to-day operations, deal with customer's escalations, monitor team performance, and help the team reach targets thanks to your abilities, through training, motivation and support.

You will play a key part in expanding the company's North American team, supporting the team to deliver consistent high quality support across all platforms, and improving the service to our customers through your approach and the coaching you provide, as well as improving our products through the feedback you give to our management, development and technical teams.

Our focus is on finding someone outgoing, positive and team-minded, with great communication skills and a passion for problem-solving.

You will need to have customer support/happiness experience (ideally with experience of ‘connected' products).

WHAT YOU'LL BE DOING:

• Following, developing, and team training in all areas of our Happiness policy
• Email, Live chat, social media and other marketplaces support to all Yoto customers, for all current and legacy products following brand guidelines, language and approach
• Providing service cover to agreed levels/hours, including weekend work, and being adaptive as required for seasonal peaks 
• Meeting activity targets and logging customer feedback to allow product and experience improvements
• Pre- and post-sales first line technical advice and support to all Yoto customers, with knowledge base and assistance from Yoto technical team
• Use your professional development in addition to our customer happiness knowledge base to improve online articles and other support items for both in-house and customer use
• Arrangement of returns and replacements for customers
• Working with the Marketing team to present a consistent approach across all customer facing responses
• Work effectively while remote to the office, as well as potential office-based work/visits, and to agreed hours of cover

WHAT YOU'LL NEED:

• 2+ years of experience in a similar role
• Proven history of team, policy and process development
• In-depth knowledge of customer support performance metrics
• Previous experience with Zendesk/HubSpot/Gorgias or similar help desk solution, as well as Shopify 
• Customer obsessed, with an ability to communicate clearly, politely and in a professional yet friendly manner
• Good proactive solution proposals, acting to ensure customer happiness
• The ability to clearly and empathetically resolve technical matters with customers
• Be comfortable working remotely using a variety of cloud-based software solutions
• A friendly, outgoing, personable with a hands-on mentality, willing to roll your sleeves up, and deliver to agreed targets
• Multi-language preferred
• Must be able to commit to shift work to enable 24 hour and weekend cover

SALARY: $50,000 - $60,000 range.

WHAT WE OFFER IN RETURN

• Generous equity options - we're all invested in Yoto's success
• Hybrid working with a choice based approach (we would love you to come into the office once a week/month, and more)
• 30 PTO days per year (20 vacation days, 10 holidays)
• 2x volunteer days a year
• Additional benefits including health, dental, vision insurance
• Yoto player and starter pack of cards
• Office in downtown Brooklyn
• A collaborative tech-focused creative environment

ABOUT YOTO

We're a Series A tech company with a well-funded and fast-growing international team.

Our offices are in London and New York, and in 2022 we'll be expanding further into Europe. We have in-house expertise in hardware and software, technology development, product, marketing, commercial and retail.

We're excited to build and develop a tight-knit and energetic team to help make Yoto the next great family brand!

Yoto spans the kids' audio, tech, entertainment and edtech industries, and our products have won awards in innovation, play and education categories. Time Magazine even named Yoto Player one of the Best Inventions of 2020.

Our Card Store includes 700+ titles from the world's best rights-holders including Disney, Penguin Random House, Mattel, Harper Collins and Sony Music. We also produce our own Yoto Originals, often with award-winning collaborators.

Flexible working and autonomy are key to life at Yoto. We support working parents because we know that life and work need to work together. And just as we share audio content from a diverse community of creators, we also strive to build an inclusive team. Our passionate D&I group raises new voices, beliefs, and perspectives to help everyone at Yoto feel heard. Check out our website for more info on our approach to D&I.