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:
* 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.
* 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.
* Work closely with other departments (such as operations, finance, product, and marketing) to address customer issues, streamline workflows, and gather customer feedback that can drive product or service improvements.
* Collect, analyse, and act on customer feedback to improve service offerings and resolve recurring issues. Provide regular reports and insights to senior leadership, highlighting trends and making data-driven recommendations for improvements.
* Develop and implement comprehensive customer support reporting systems to measure KPIs across the department and individual team members. Use data-driven insights to monitor performance, identify trends, and drive continuous improvement.
* As the company scales, develop and implement strategies to grow the customer support function effectively, ensuring a seamless experience as the team expands and as the customer base grows.
* Handle high-level escalations and complex customer issues with professionalism and tact. Ensure that all escalated cases are resolved quickly and to the customer’s satisfaction, mitigating any potential negative impact on the business.
Team Leadership & Development:
* Lead, manage, and mentor a growing customer support team. Ensure each member of the team is equipped with the skills and support they need to thrive. Foster a culture of high performance, feedback, collaboration, and continuous learning.
* Establish clear performance metrics and KPIs to monitor team performance, providing regular feedback and coaching to ensure service levels are maintained. Identify opportunities for improvement and create action plans to address any areas of concern.
* Plan for peak retail periods ensuring the team is adequately staffed and resourced to maintain the same high levels of customer service. Develop strategies to hire, train, and onboard seasonal or temporary staff to meet demand without compromising on quality.
About you:
* Proven experience leading large customer support teams (experience managing teams of 20+ people is ideal).
* Have previously worked in a fast-growing e-commerce business, understanding the nuances and challenges of providing customer support in a retail setting.
* Solid experience in setting performance targets, monitoring team KPIs, and providing constructive feedback to improve individual and team performance.
* Exceptional skills in handling customer complaints and resolving issues in a way that strengthens customer loyalty. Ability to manage escalations and high-pressure situations effectively.
* Comfortable working in a fast-paced, evolving environment. Ability to thrive under pressure while maintaining a positive and supportive team environment
* Experience with customer service platforms (e.g., DIXA, Zendesk, Freshdesk, or similar) and CRM / CMS systems.
Why Adanola?
We're on a mission to becoming everybody's everyday uniform and we need great people with great attitudes to help work towards that. Adanola genuinely cares about the people we employ and as we grow will continue to always put People, Product and Profit, in that order. We're just getting started so you need to be ready to roll your sleeves up and get stuck in but in the most exciting and challenging way.
As well as that, we offer a list of benefits to our Ada employees:
💸 Bonus structure for all employees
🎂 Day off on your birthday
🌴 25-day holiday minimum
🛋️ An amazing city-centre office space
🥯 Subsidised food at Everyday Café
🩺 Private Medical Insurance
🏡 Hybrid working (3 days in the office)
🧘♀️ Monthly well-being allowance
🧢 50% staff discount