United Kingdom onlyIn your application, please feel free to note which pronouns you use (For example- she/her/hers, he/him/his, they/them/theirs, etc).
TrustedHousesitters is a global pet care travel exchange; a double sided digital marketplace of owners and sitters that’s growing rapidly through our unique combination of product, proposition, marketing and community building.
We've just recently been named as one of the Escape the City's top organisations to work for 2023!
Our small but mighty team has a collaborative and supportive culture. We’re passionate about pets, people and travel; continuously searching for the win, win, win that makes everyone’s lives easier, travel kinder on the pet and enables a more sustainable travel footprint.
We're fully in scale-up mode and have grown to be the only global platform of its kind. In the last few years, we’ve consistently achieved high year-on-year growth. Thanks to strong tailwinds in the pet and travel industry in the post-Covid world, 2022 has been our strongest year so far. The USA has become our biggest market, followed by the UK and Australia.
At our marketplace we facilitate the perfect match between pet owners who want to leave their pets in safe hands and pet sitters looking to enjoy the companionship of pets whilst they travel. We enjoy exceptional customer retention rates driven by the fact that our owners and sitters realise the amazing value and incredible experiences we can facilitate.
We've recently made the transition to a remote-first business, however we've retained a HQ in central Brighton which is available for collaborative working and in-person meet-ups.
About the role:
Our Membership Services team are our brand ambassadors. We are on the front-line of on boarding for our potential members, providing pet owners and pet sitters with world-class customer care via email, phone and live chat.
As part of our growth, we are introducing this role to support our ongoing improvements on processes, automation and member experience.
As the Member Experience Coordinator, you will work closely with the Member Experience Manager and be an important point of contact between Membership Services and the wider business, ensuring that all updates from our product and marketing teams are reflected within Membership Services.
Hours of work:
Full Time
40 hours per week, with a 30 minute paid lunch break
Monday-Friday
9am-5pm
We are looking to pay between £28,000-£30,000 per annum, pro-rata for this role.
Responsibilities:
- Ensuring that all product and member changes are reflected within membership Services
- Maintaining and updating the member help desk
- Maintaining and updating the internal Membership Services support articles
- Maintaining and updating the Zendesk macros
- Monitoring the performance of the AI bot and updating as required
- Monitoring the macro/article suggestion sheet and making changes as required
Working closely with the team leaders to ensure that all updates are communicated to the team - Assist with the delivery of department OKRs
- Supporting the MS team with ad-hoc tasks
Requirements
- Ability to communicate, challenge, and offer feedback effectively across all levels of the business
- Active listening skills, empathy, and an ability to interact with others in a tactful, sensitive and appropriate manner
- Attention to detail, with excellent written and oral communication skills
- Proven ability to prioritise, manage and complete a variety of tasks in a fast paced member focused environment
- A proud sense of ownership and personal motivation to make things happen
Benefits
In addition to a competitive salary and bonus, we offer a range of benefits, including:
- Fully remote work
- Discretionary 10% annual bonus scheme
- Generous equity options
- 25 days holiday annually plus bank holidays and Christmas to New Year closure
- Pension scheme: 5% from you as an employee and 3% from TrustedHousesitters
- Premium TrustedHousesitters pet owner and sitter membership which includes benefits like airport lounge passes, sit cancellation insurance, and home and contents insurance for sits for you and 5 premium memberships for your friends and family each year
- Our team have an unlimited housesitting allowance, can work remotely from their sits, and TrustedHousesitters will contribute up to £500 per year towards travel costs
- £200 annually towards home office equipment
- Monthly working from home stipend
- Mac book
- Find a rescue pet to join your family and we’ll cover the adoption fees, as well as paternity to help any pet settle into their new home.
- We host a quarterly all expenses paid meet-up, and will fund team events (remote or in person) throughout the year
- We can cover costs of personal development resources, and have regular time set aside for personal development
- Bupa Health Insurance and Dental Insurance plan
- Trusted Giving scheme - employee volunteering via Onhand and employee giving via Tyve
- Weekly virtual yoga sessions
- SimplyHealth healthcare cash plan
- Brighton Bikeshare
- Recruitment Referral Bonus
- Access to Spaces Locations across the globe
If you're ready to join us on our mission to become the most loved pet travel solution, we'd love to hear from you
If you have a medical condition or an individual need for an adjustment to our process, and you believe this may affect your ability to be at your best - please let us know so we can talk about how we can best support you and make any adjustments that may be needed.
UA and GB only