Job Description
As the Head of Customer Support, you will be responsible for leading and managing our customer support team, ensuring that we deliver best-in-class service to our customers. With a current team of 27 people, you’ll be responsible for department performance and setting each team member up to thrive, driving exceptional levels of customer satisfaction and retention across our rapidly growing e-commerce business.
This is an exciting leadership opportunity for someone with strong management experience, a customer-centric mindset, and the ability to implement processes that deliver high-quality support at scale. You will work closely with senior leadership to ensure that customer support is integrated into the broader business strategy, and will take the lead on setting up frameworks to continually improve performance and elevate the customer experience.
About your responsibilities:
1. Drive the delivery of outstanding customer service, ensuring customer satisfaction is consistently high. Develop strategies and initiatives to improve customer retention by providing prompt, empathetic, and effective solutions to customer inquiries.
2. Design, implement, and refine customer service processes to ensure scalability as the business grows. Set up best-in-class service standards and continuously optimise workflows to enhance efficiency and service quality.
3. Work closely ...