Director Content Quality
vor 5 Monaten
Your tasks:
- You will take over the strategic leadership of the Content Quality & Support team and you will be the face internally but partially also for external communication on the topic of trustworthiness
- In this role you will not only be responsible for providing excellent service to our users and customers but also for enhancing and monitoring the quality of our reviews as the owner of our content moderation processes
- You provide knowledge and guidance while developing your individual team members
- You ensure that the Content Quality & Support team is set up for growth and develop a scalable business unit based on modern processes and technologies
- You measure and steer the success of the team and make sure that SLAs are on track and the team achieves great customer satisfaction
- You collaborate closely with different areas of the business to implement initiatives to enhance the trustworthiness of kununu´s content on our platform
- You manage escalations and critical requests with ease and support your team in resolving them
- You are responsible for monitoring and implementing regulatory and legal changes that have an impact on content moderation and support in close collaboration with the New Work legal team
Your skills:
- You ideally have an educational background in business or economics
- You have relevant work experience and at least 3-5 years of leadership experience in the field of User and/or Customer Support
- You have extensive experience in stakeholder and project management and enjoy to drive projects across different areas
- You want to work with people, have strong empathy and great communication skills - you enjoy developing individuals and further developing the organization
- You are hands-on, solution-oriented and user-centric and always looking at the big picture
- You have vast experience in process optimization by using new technologies like AI and you are familiar with with SaaS solutions and CRM systems (i.e. Zendesk) and might have already driven large service tool migration or changes in the past
- You are data-driven and have strong analytical skills
- You are fluent in German & English
About the job
- The kununu Content Quality & Support team is responsible for managing kununu's core - our insights. In addition to ensuring the quality of all user-generated content, the team supports both B-side and C-side users with any open requests, enabling them to utilize our platform effectively. Our mission is to maintain trustworthiness and relevance by upholding the quality of our insights and facilitating interaction within our community. If you enjoy leading teams, developing motivated individuals, and are passionate about challenging the status quo and improving processes through new technologies, we would love to hear from you.- Your benefitsDrinks, food & goodies
Remote work option
Trust-based working hours
Restaurant vouchers and employee discount
Communication on equal terms
Lived culture of failure
Mood-o-Meter Feedback / questions for the board
Office dogs
12 weeks Workation
6 week vacation
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