Want to challenge yourself in a high-growth environment AND make a difference in the world?
About Pinter
At Pinter we have a passionate, driven and talented team who deliver Extraordinary Beer Experiences.
We have designed world-first hardware to brew 10 pints of exceptional quality beer at home. We design award-winning beer recipes, collaborate with some of the world’s best breweries, execute best-in-class marketing campaigns and constantly strive for seamless operations and CX.
With a focus on sustainability we let our products do the talking; each use of the Pinter is the equivalent of replacing 17 cans of shop-bought beer, realising and 82% logistics weight reduction. Since we launched, that’s over 7 million cans and bottles and counting.
We’ve been recognised as one of the Sunday Times Best Places To Work, by TIME Magazine as Invention of the Year, by Red Dot Award for Product Design, shortlisted for a D&AD pencil and won multiple beer accolades.
About the role
Please note this role is UK-based, and we are unable to sponsor visas at this time.
Pinter is looking for a strategic and operational leader to take ownership of our Customer Support function across the UK and US. You will ensure our customers receive fast, empathetic, and consistent support across all channels while driving efficiency, quality, and scalability.
This role leads in-house teams and outsourced partners, optimises processes and workflows, and builds a high-performing team that consistently delivers an outstanding customer experience.
Key Responsibilities
* Own the day-to-day operations of the Customer Support function across the UK and US, including in-house teams and outsourced partners.
* Lead workforce planning, combining demand forecasting and capacity planning to ensure consistent 24/7 coverage and service levels.
* Define, implement, and continuously optimise support workflows, processes, and tools to ensure timely, accurate, and brand-aligned responses across all channels (email, live chat, and social media).
* Own and manage Customer Support KPIs, including CSAT, first response and resolution times, backlog, and productivity, translating insights into clear and actionable improvements.
* Deliver regular performance reporting (including weekly and monthly reports), highlighting trends, risks, and improvement opportunities.
* Oversee customer communications across all channels, ensuring responses are fast, empathetic, and consistently aligned with the Pinter brand voice.
* Manage, mentor, and develop Customer Support Managers and Team Leaders, building a high-performing, accountable, and engaged team.
* Identify and address underperformance through coaching, feedback, and performance improvement plans.
* Design, implement, and own the quality assurance framework, ensuring consistent service standards and continuous quality improvement.
* Create, deliver, and regularly update training programmes to ensure team members are equipped with the knowledge, skills, and tools required to deliver high-quality support.
* Maintain and evolve knowledge management, documentation, escalation protocols, and support standards to enable consistency and scalability.
* Collaborate cross-functionally with Product, Operations, and Marketing to resolve recurring customer issues and inform process or product improvements.
* Partner with the Head of Customer Success on strategic initiatives while maintaining full ownership of Customer Support operations.
* Lead Voice of the Customer forums, ensuring customer insights are clearly communicated and actioned across the business.
* Oversee Customer Support budget planning and cost control, including tooling and BPO spend.
* Manage BPO partner performance, ensuring alignment with Pinter standards, SLAs, and quality expectations.
What about you?
* You bring a genuine affinity for the Pinter brand and products, with a strong belief that great support is about more than resolving issues.
* You care deeply about how customers feel, take pride in representing the brand, and aim to make every interaction clear, human, and thoughtful.
* Proven experience leading customer support teams in D2C businesses is a must.
* Strong operational, organisational, and analytical skills, with experience driving process improvements.
* Skilled in coaching and developing teams to deliver scalable, high-quality support.
* Sound decision-making skills, balancing customer satisfaction with clear internal procedures.
* Comfortable with data-driven decision-making and performance metrics.
* Excellent cross-functional communication and stakeholder management skills.
* Flexibility to work outside standard hours when needed (including occasional evenings or weekends).
* Experience with Shopify, Gorgias, Notion and exposure to AI/automation initiatives is a plus.
Our commitment to diversity, equity and inclusion
Pinter is a community that nurtures our people. We embrace everyone's unique identities in the belief that anyone can thrive when given the right opportunity.
We are committed to cultivating and maintaining a culture that is inclusive and diverse. We celebrate differences and continually support all members of our company to be proud of who they are. In recruiting for our team, we pride ourselves on equal employment opportunities regardless of gender, sex, age, disability, race, religion, sexuality or social class.
We hire the best people based on an evaluation of their abilities and effectiveness, nothing else.
Our process
Our interview process takes roughly 3-5 weeks and can be conducted virtually or in person. We invite all of our final-stage candidates to come and see our offices so you can make your own assessment of whether Pinter is the right place for you.
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