Exceptional Customer Experience Leader

About This Role

We're seeking an exceptional leader to drive our customer support function and shape how customers experience us at every touchpoint. As Head of Customer Support, you'll be responsible for developing and executing our customer support strategy to deliver outstanding experiences that align with our innovative approach.

This is a critical leadership role where you'll lead a talented team of support professionals, drive continuous improvement in our support operations, and work closely with the executive team to ensure our customer service capabilities scale effectively with our business growth.

You'll need a strategic leader with operational excellence, a passion for exceptional customer experience, and the ability to build and develop high-performing teams. You'll be instrumental in ensuring that our customer support function not only resolves issues efficiently but also contributes to customer loyalty, retention, and our overall brand promise.

Key Responsibilities

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• Develop and implement the strategic vision for customer support, establishing KPIs and quality standards that align with our growth objectives">
• Lead, coach, and develop a high-performing support team while building training programs that enhance team capabilities and performance">
• Design and implement scalable support processes, workflows, and systems that enable efficiency while maintaining exceptional service quality">
• Partner with product, technology, and operations teams to identify customer pain points and ensure a cohesive experience across all touchpoints">
• Analyse customer feedback and support data to identify trends, drive improvements, and report transparent performance insights to the organisation">
• Lead initiatives to enhance self-service capabilities, explore innovative support channels, and optimise support technology and tools">
• Manage escalated customer issues with a focus on resolution and relationship preservation">

About You

You'll bring 7+ years of progressive experience in customer support or service management, with at least 3-5 years in leadership roles. You'll have a proven track record of building, leading, and developing high-performing customer support teams.

A strong understanding of customer support metrics, quality management, and performance optimisation will be essential. You'll also need experience implementing and optimising support technology and tools.

Excellent communication and interpersonal skills, with the ability to influence across all levels of the organisation, are crucial. A data-driven approach to decision-making and performance management will also be necessary.

Benefits

This role offers a competitive salary package with performance-based incentives. You'll have the opportunity to shape and lead a critical function in a high-growth company and enjoy an enviable company culture of innovation, collaboration, and high performance.

A hybrid work model blending office collaboration with remote flexibility will provide you with the autonomy to work effectively. Monthly team lunches, celebrations, social events & initiatives will help create a positive work environment.

Our Culture

We value innovation, diversity, and inclusion. As an equal opportunity employer, we're committed to creating a workplace where everyone can thrive. If you're a strategic leader with a passion for delivering exceptional customer experiences, we'd love to hear from you.