We’re looking for a Customer Happiness Supervisor based in the US to join our growing Customer Happiness team, who is able to commit to 9-5 PST or 10-6 PST shift patterns, with occasional weekend shifts, to play a key role in delivering outstanding customer support across all platforms.

About Yoto

Yoto is a screen-free interactive audio platform for kids. We make carefully connected audio players that kids control, with no microphones, cameras or ads. We have a catalogue of audio that inspires creative play and learning with 1,000+ titles in our card store from top creators, publishers and labels - think Disney, Marvel, Roald Dahl and Universal Music. We also create Yoto Originals like this one.

• Featured in Bloomberg’s 25 UK startups to watch in 2023.
• Ranked 9th in Fast Company's Most Innovative Companies in 2024; and featured in the Sifted 100 fastest-growing startups across the UK&I by revenue growth.
• Second fastest growing tech company in the UK, in Deloitte Fast50 2023.
• Named one of TIME Magazine’s Top 100 Inventions of 2020
• We’re 150+ employees spread across the UK, US and France.. and growing!

We’re on a mission to be the soundtrack of childhood, and help families on their own unique adventures. By creating products that inspire independent play, we help families discover and grow with an inspiring world of audio - and we would like you to help us achieve it! 

Yoto’s Customer Happiness Team

We have a wonderful, growing community of Yoto customers, 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 all regions of the world, although most are located in the USA and UK, and they can contact us through many channels, including email, live chat and social media.

The main aim of the team is to provide an unparalleled 24/7 support service to customers across all platforms.

The role:

You will support the Customer Happiness Manager and take a key role in managing a team of Customer Happiness Specialists, plus a number of external agents, overseeing the team's day-to-day operations, deal with customers' escalations, monitor team performance, and help the team reach targets through training, motivation and support.

You will play a key part in the company's expansion, supporting the team to deliver consistent high quality support across all platforms. In addition, you’ll have an integral role in 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.

What you’ll be doing:

• Supervising, developing, and training our team of support specialists, in respect to the North American market

• Email, Live chat, SMS, social media and other marketplace's supervision and support to all Yoto customers, for all current and legacy products following brand guidelines, language and approach

• Providing service to cover agreed hours, including occasional weekend work, and adapting 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

• Using 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

• Arranging of returns and replacements for customers

• Working with the Marketing team to present a consistent approach across all customer facing responses

• Working effectively while remote to the office, as well as potential office-based work/visits, and to agreed hours of cover

What you’ll bring:

• 3+ years of experience as a Supervisor or Manager of a customer support within a fast-paced environment

• 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

• Previous experience conducting 1 on 1 development sessions with your team, providing feedback clearly to meet individual and team targets

• Previous experience working with a BPO

• Outgoing, positive and team-minded, with great communication skills and a passion for problem-solving.

• Customer obsessed, with an ability to communicate clearly and in a professional, yet friendly and approachable style

• Proactive attitude, solution driven, acting to ensure success of the team in achieving customer happiness

• 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

• Must be able to commit to occasional shift work to enable weekend cover (especially during peak months)

Nice to have:

• Multi-language (English and Spanish)

• Experience providing support on any ‘connected’ devices 

Salary: $60,000 to $70,000 based on experience.

What you can expect from us:

• Flexibility: Hybrid working with a choice based approach - if you are NY based, we would love you to come into the Brooklyn office once or twice a month. Take advantage of our ‘work from anywhere’ policy to work from a different location for up to 6 weeks every year. Summer Hours policy to use between the months of June and August.

• Financial: Receive Noncontributory Long Term Disability Insurance and Life Assurance / AD&D insurance that covers your from day one of service. 401(k) Retirement Savings Plan where Yoto matches up to 4% of your contributions, after 6 months of service. Generous employee referral bonus scheme.

• Health & Wellness: Medical, Vision and dental insurance where 85% of costs for you and your family paid for by Yoto; or a Wellbeing Allowance to be used for memberships, subscriptions, treatment or therapy. Access to 24/7 Employee Assistance Programme (EAP) through Health Advocate.

• Time Off: 31 PTO days per year, which include 20 vacation days, plus 11 holidays. On top of this, you also receive your birthday off, plus 1 extra day of holiday for every year worked after you hit your 2 year anniversary, up to 5 extra days. After 4 years of service, you are also eligible for our sabbatical policy offering up to 3 months' of unpaid sabbatical.

• Helping Families: Variety of family-friendly leave, including enhanced maternity, paternity, adoption, fertility, pregnancy loss and carers leave. Dependent Care Flexible Spending Account (FSA) which allows you to use pre-tax dollars to pay for out-of-pocket dependent care expenses.

• People & Planet: Up to 2 volunteer days per year. A Book Allowance of up to $50 a year to contribute to your professional development.

• Fun Perks: You receive your very own Yoto player and starter pack of cards! Regular company socials and celebrations, including our annual YotoFest!

Equity and Diversity

At Yoto, we love creating a world where childhood is rich with discovery and joy. We’re also passionate about building a workplace where everyone can thrive - both professionally and personally. We value flexibility and give our team the freedom to balance life and work in ways that suit them.

We're committed to fostering a safe, diverse, and inclusive environment where all individuals, regardless of their background, feel valued and supported. Our Diversity, Equity and Inclusion group holds bi-monthly forums to elevate diverse voices and perspectives, ensuring everyone at Yoto feels heard, respected, and appreciated.

We don’t just embrace differences - we celebrate them. We share audio content from a vibrant and diverse community of creators (check out our DEI selection), and we are building a team that reflects that same diversity. We invite candidates from all walks of life to explore opportunities with us and join a company that champions flexibility, equity, and inclusion. Take a look at our website for more information on our approach to People and Planet.

Please only apply or engage with Yoto jobs posted on our careers page (careers.yotoplay.com or careers.yotoplay.com/en). All correspondence from our Talent team will only come through Teamtailor, our application tracking system.