Interim Head of Community Support (Maternity Cover)

3–4 days per week at home

A little flex time

Dog friendly

Depop is the community-powered marketplace app where people exploring style and the latest trends come to shop and sell circular fashion. With over 26m users in more than 150 countries, Depop is the place for anyone looking to celebrate style on their terms and keeping millions of items of clothing in rotation.

Founded in 2011, Depop has its headquarters in London and offices in Manchester, New York and Sydney with 400 employees dedicated to helping build a new fashion system that’s kinder to people and kinder to the planet.

In 2021, Depop joined Etsy, Inc. as a wholly-owned subsidiary and continues to operate as a standalone marketplace for fashion items, community and creativity.

Our brand operates on three values:

  • Circularity - We’re taking the circular economy mainstream. Changing people’s relationship with clothes and making it easy to choose options that are kinder to the planet.
  • Self expression - We’re a space for self expression that encourages millions to explore, connect and find their identities through style.
  • Opportunity - We’re building a home of fashion where everyone feels welcome and anyone can succeed on their own terms.
  • Role

    We are looking for an Interim Head of Community Support to lead a team of 30 in-house and 150 outsourced heads. This role is a 12-month maternity cover, and is a critical position in our Operations Leadership, delivering on our community experience.

    Responsibilities:

    • Lead and manage operations of Depop’s Global Community Support team to deliver a consistent high-level of customer care
    • Own a forward looking outsourcing strategy & efficiently manage third party relationships within demanding performance expectations
    • Oversee workforce management, forecasting, staffing and real time adherence to ensure SLAs, KPIs and performance metrics are met
    • Drive continuous process and performance improvement to enhance User Satisfaction (USAT) by tackling root causes of issues
    • Lead and develop managers to further deepen expertise and foster a culture of integrity, service excellence, accountability, innovation, best practice sharing across a global operations team
    • Motivate, inspire and develop the broader Community Support team, taking a hands on role as required
    • Build strong stakeholder relationships across the business to advocate for the community, communicating feedback, challenges, roadblocks and insights effectively and concisely to appropriate audiences and stakeholders.
    • Identify and mitigate operational risks including efficiency issues, customer-impacting operational risks and business contingency planning
    • Embody our core values and add to our culture. You’ll help set the tone across the team of what it means to be customer-obsessed
    • Have a laser focus on delivering an outstanding Community Experience through best-in-class operational excellence

    Requirements

    • Proven experience leading large, multi-geography customer operations and moderation teams, both in-house and through partnering with third party outsourcing vendors
    • Background in eCommerce or digital services, ideally in a marketplace environment
    • Track record of operationalizing company vision and strategy into measurable outcomes
    • Inspiring, empathetic and inclusive leader with respect for diversity of thought
    • Data-driven approach with a strong analytical mindset and very comfortable with both quantitative and qualitative analysis
    • Strong business acumen, operational rigour and proactive can-do mentality
    • Effective communication and excellent stakeholder management skills
    • Experience working effectively with third party vendors
    • Comfortable operating in a fast changing environment, striking the right balance between speed and accuracy.
    • Written and verbal proficiency in English (required) and another European language (preferred)

    Preferred Skills:

    • Experience with community-driven tech marketplaces preferred
    • Lean/ Six sigma process improvement experience preferred
    • Experience with COPC standards preferred

    #LI-KA1 #LI-HYBRID

    Benefits

    Health + Mental Wellbeing

    • Cash-plan or PMI - you have the choice of a healthcare plan that best suits you
    • Subsidised counselling and coaching - we partner with Selfspace to provide you the opportunity for a good conversation with a qualified person
    • Cycle to Work scheme - choose between Evans or the Green Commute Initiative to help access a bike for your commute
    • Employee Assistance Programme (EAP) - have access to a confidential support network of expert advice 24/7
    • Mental Health First Aiders - we have trained individuals across the business to offer support and signposting

    Work/Life balance

    • 25 days annual leave with the option to carryover up to 5 days
    • 1 company-wide day off per quarter, for you to take some time for yourself and decompress
    • 2 activism days per year for you to use for volunteering, demonstrations or internal initiatives
    • We offer sabbaticals for our long serving employees.

    Flexible Working

    We’re Flexa® accredited, meaning we offer genuinely flexible working;

    • We'd love you to head to your nearest Depop office once a week, but feel free to work from home the rest of the week!
    • Want to head into the office more? No problem, you can opt to be "Office-Based", with your very own desk.
    • Do you do your best work from home? You can also request to be a remote worker, and only head into the office 4 times per year *role dependent
    • In the office, we provide healthy snacks, tea and coffee and the occasional surprise treats!
    • All of our offices are also dog-friendly! Do your best work with your best friend.
    • Apply to work abroad 4 weeks of the year (in UK tax treaty countries)

    Family Life

    • Maternity + Paternity Leave, plus adoption leave, IVF leave, shared parental leave + paid emergency parent/carer leave

    Learn and Grow

    • We offer a personal learning budget for every employee and also sponsor and run a myriad of programmes, conferences and meet-ups to upskill our employees and enhance their journey with us.

    Your Future

    • Life Insurance (financial compensation of 3x your salary)
    • Pension (Depop will match your contribution up to 6% of your qualifying earnings)

    And finally, as a valued Depop employee We waive all of our employees’ fees when they sell on Depop and also ship your sold items anywhere in the UK for free using our team’s account

    Apply now

    3–4 days per week at home

    A little flex time

    Dog friendly