North East England | on-site Working | Full-time
A fast-growing consumer brand is seeking a Head of Customer Service to lead its customer support strategy across the UK, EU, and US markets. This is a key leadership role within a digitally native, international business focused on delivering exceptional customer experiences across e-commerce and retail channels.
About the Role
You will oversee the delivery of high-quality customer service across all support channels, fostering a culture of excellence, empathy, and continuous improvement. As the customer voice within the business, you’ll drive strategy, manage performance, and collaborate with teams across operations, product, and e-commerce to improve the full customer journey.
Key Responsibilities
* Lead and develop the customer service team, ensuring SLAs and KPIs are consistently met
* Create and execute strategies to enhance customer satisfaction, retention, and loyalty
* Oversee customer insights and reporting to inform cross-functional improvements
* Manage escalations, complex queries, and brand reputation with care and confidence
* Implement customer support tools and technologies to streamline and modernise operations
* Develop and refine customer service policies, FAQs, and processes to ensure consistency
* Act as the internal champion for the customer experience across all regions and channels
What We’re Looking For
* Proven leadership experience in a multi-channel customer service environment
* A customer-first mindset with experience shaping and scaling service operations
* Strong commercial awareness and experience working in a fast-paced, growth-focused business
* Experience with support technologies (e.g., CRM, helpdesk, live chat platforms)
* Excellent communication skills and a hands-on, proactive leadership style
* Comfortable working cross-functionally to influence product and operational decisions
If you're passionate about customer excellence and thrive in a high-growth environment, this role offers the chance to make a real impact on a brand that’s expanding globally.
Apply now or reach out for a confidential conversation.