Community Operations Manager - Billing
London, UK | Full-time
Community Operations
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We strongly encourage people of colour, lesbian, gay, bisexual, transgender, queer and non-binary people, veterans, parents, and individuals with disabilities to apply. Bumble is an equal opportunity employer and welcomes everyone to our team. If you need reasonable adjustments at any point in the application or interview process, please let us know.

In your application, please feel free to note which pronouns you use (For example - she/her, he/him, they/them, etc).

We are looking for a passionate and driven individual to join our Community Operations team in London. Working for the Bumble brand and reporting into our Senior Community Operations Manager, the Community Operations Manager - Billing will be responsible for providing excellent customer support on the topics of billing and paid features.


KEY ACCOUNTABILITIES

  • Become the expert within Community Operations for all premium features offered to customers within our products
  • Directly manage and mentor the Junior Community Operations Manager - Billing
  • Manage the team of multilingual remote agents who are responsible for providing customer support on the topics of billing and customer payments 
  • Resolve escalated cases and assist the team with any doubts and questions they might have
  • Create training materials, guidelines, policies and FAQs to ensure the team is following the correct procedures
  • Analyse customer interaction with the product and communicate feedback to the relevant team
  • Manage all the customer service KPIs related to your topic
  • Collaborate with customers, third party institutions and other teams to resolve billing and paid feature inconsistencies and errors
  • Troubleshoot user billing and paid feature issues and escalate them as appropriate
  • Correct errors and discrepancies on customer billing information as necessary
  • Follow up and monitor account related billing issues to ensure appropriate action has been taken while maintaining a high level of customer service 
  • Manage and process customer refund requests 
  • Assist with ad-hoc projects

EXPERIENCE WE ARE LOOKING FOR

  • Customer service experience at a managerial level
  • Strong writing skills in English and ideally a second European language - preferably Spanish, French or Portuguese
  • Good knowledge of, and passion for, the online industry
  • Comfortable dealing with numbers and the processing of financial information
  • Extreme attention to detail and critical-thinking

ABOUT YOU 


  • You are reliable, consistent and hard-working 

  • You have the ability to multitask and manage competing priorities without getting overwhelmed
  • You are positive and have a logical approach together with a willingness to learn
  • You are enthusiastic and fun to work with
  • You are deeply passionate about Bumble's brand vision and values

With over 700 staff in 10+ countries all working remotely during the time of COVID-19, we’ve worked hard to adapt and support our teams during this challenging time, including:

Flexible working hours

Streaming free, live yoga & meditation sessions each week, as well as a full weekly timetable of free online exercise classes

‘Random Coffee’ - connecting staff across the globe in pairs once a week to get to know each other over a video chat

‘First Fridays’ - meal delivery for a remote lunch with your team once a month

Employee Support Fund for those whose households are experiencing financial hardship due to COVID-19

Written resources to guide employees through this challenging time

You will also be taken through a fully digital onboarding process!

About Bumble Inc.: Bumble Inc. is the parent company of Badoo and Bumble, two of the world’s highest-grossing dating apps with millions of users worldwide. The Bumble platform enables people to connect and build equitable and healthy relationships. Founded by CEO Whitney Wolfe Herd in 2014, the Bumble app was one of the first dating apps built with women at the center, and the Badoo app, which was founded in 2006, was one of the pioneers of web and mobile dating products. Bumble currently employs over 700 people in offices in Austin, Barcelona, London, and Moscow. For more information, please visit: https://team.bumble.com/

Community Operations Manager - Billing
London, UK | Full-time
Community Operations
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