Overview
At Zendbox, we are transforming the fulfilment landscape and are seeking a Head of Customer Service to build and develop a high-performing team from the ground up. We’re scaling fast and looking for a Head of Customer Service who can build a world-class operation that sets the standard in our industry. This is a chance to shape the future of our customer experience in a growing, ambitious business.
Responsibilities
* Lead a high-performance team and manage both our internal customer service function and outsourced bureau contact centre to deliver exceptional end-to-end service for external clients.
* Develop and execute service strategies that drive quality, consistency, and operational efficiency; act as the voice of the customer within the business.
* Oversee team performance, resource planning, and service delivery standards; foster a proactive, client-centric culture that underpins long-term partnerships and sustainable growth.
* Design and deliver a high-performing customer service strategy aligned with business goals.
* Liaise with external clients and implement solutions to sell our contact centre services to existing customers.
* Build, recruit, and scale a high-performing team with clear objectives and KPIs; lead and inspire the team to create a proactive, customer-first culture.
* Drive customer satisfaction and retention by continuously improving service levels; establish and oversee SLA adherence and ensure efficient and timely resolution of customer queries.
* Partner with Sales, Operations, and Tech to escalate and resolve complex customer issues.
* Own the customer feedback loop—tracking sentiment, complaints, and opportunities for product or process improvements.
* Drive continuous improvement by analysing support ticket trends and root causes, and present findings and actions in leadership meetings.
* Maintain and optimise customer service systems, tools, and processes (e.g., ticketing, CRM, FAQs).
* Support onboarding of major clients by ensuring smooth handover to the service team.
* Represent the voice of the customer in leadership discussions, ensuring their needs shape business decisions.
* Review technology and systems using AI and best-in-class software to improve customer experience, reduce the number of contacts, and make dealing with us frictionless.
Key Deliverables
* Implementing a solution where we can sell our contact centre services to existing customers.
* Create and maintain a world-class customer service operation.
* Ensure all customer service KPIs are met or exceeded.
* Develop talent within the team to foster growth and accountability.
* Improve resolution times and customer satisfaction scores across channels.
* Drive inter-departmental alignment around customer needs.
Skills and Experience Required
* Proven leadership experience in a customer-centric organization and the ability to lead and scale a high-performing service team.
* Strong understanding of customer service technology (e.g., ticketing systems, CRMs).
* Data-driven mindset with the ability to extract insights and act on them.
* Excellent communication, negotiation, and stakeholder management skills.
* Proactive, hands-on leader with a “can-do” attitude.
* Scale-up experience and experience of working with small teams is essential.
* Minimum 5 years in customer service roles, including 2+ years in management or strategic roles.
* Ability to thrive in a fast-paced, high-growth environment.
* Strong planning, organisational, and prioritisation skills.
Benefits
* Competitive salary
* Career development opportunities and ongoing training
* On-site parking
* Supportive and collaborative work culture
* Paid Birthday leave
* Free food and drinks
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