Judge.me
Role: Head of Customer Support
Location: Shoreditch (Hybrid - Tue & Thu Office Days)
Salary Bracket: £80-90k
Our Mission: Fixing Trust in Commerce
For a decade, we"ve been on a mission to close the Trust Gap—commerce"s most expensive problem. In a world where distance and digital interfaces separate buyers and sellers, we"re building the definitive trust infrastructure that enables global trade to flourish.
We recognize that trust is not binary but a spectrum, and our work continually expands the boundaries of commerce itself. Each improvement we make enables transactions that previously wouldn"t have happened, revealing new frontiers where trust can be further enhanced.
Our Impact Today
We"ve grown from an idea into the dominant force for trust in e-commerce:
Shopify"s #1 Review Solution: We"ve earned over 42k five-star reviews from merchants who rely on us dailyGlobal Scale: More than 500k shops across 140+ countries use our platformMassive Reach: We process over 70 million orders monthly, generating 2 million+ verified buyer reviewsOrganic Growth: We"ve achieved 40% year-over-year growth purely through word of mouth—no paid marketing or sales teams needed
The Opportunity
We"re seeking a Head of Customer Support to lead our support transformation and build a technology-enabled customer service operation that drives our mission forward. This role will spearhead the optimisation of AI-powered support using Intercom"s Fin AI while maintaining exceptional service quality. You will transform our support function to a next-gen strategic growth engine that strengthens our position as the #1 app in the Shopify ecosystem.
What Makes This Role SpecialYou"ll join at a critical transformation moment leading our customer support operations reporting directly to the CEO. This presents a unique opportunity to shape the future of our customer experience while working with cutting-edge AI technology.Our app store reviews are our lifeblood - every support interaction is an opportunity to generate another 5-star review. You"ll work collaboratively with Marketing to systematically optimise these touchpoints, directly impacting our growth and market position.As the driver of our support transformation, you"ll build systems that enable us to do more with less - leveraging technology to create exceptional customer experiences while optimising operational efficiency. You"ll be empowered to implement innovative approaches that align with our belief that "epic customer support isn"t a cost center – it"s our growth engine.”Core ResponsibilitiesStrategic Support LeadershipBuild the next generation of Customer Support teams! Continually improve efficiency AND service quality - we believe that both are possible!Implement a comprehensive QA framework to ensure consistent service excellenceEstablish scalable processes and knowledge management systemsWork closely with other teams to optimise Shopify App Store reviewsCreate and monitor performance metrics that drive continuous improvementTechnology OptimisationDrive Intercom platform and Fin AI optimisation to achieve 60-65% resolution rateWork closely with your Support Automation Engineer to identify and implement technical integrations between support systems and internal platforms, creating custom solutions that enhance efficiency and effectiveness.Develop our external and internal knowledge bases to create consistent information across customer-facing and AI-consumed contentLeverage data analytics to guide decision-making and measure transformation successTeam Management & DevelopmentLead a globally distributed support team through significant transformationImplement effective performance management frameworkIdentify opportunities to create specialised roles based on skill sets that 10x support Develop training programs for AI collaboration and technical troubleshootingFoster a culture of continuous improvement and excellenceEstablish robust quality assurance frameworks Business ImpactTransform support into a next generation strategic business driverIncrease Shopify App Store reviews through optimised support interactionsCreate scalable support infrastructure that can support business growth without the need to continually increase headcountImplement data-driven decisions that demonstrably improve customer outcomes and team efficiencyPartner with Product teams to provide customer insights for product developmentWhat You"ll BringMust-Haves5+ years of customer support leadership experience, preferably in SaaS or e-commerceProven experience with Intercom platform (Fin AI implementation a bonus)Track record of successfully scaling high-performance support teamsExperience implementing and optimising AI-powered support solutionsStrong understanding of support metrics and performance optimisationTechnical knowledge of CSS, HTML, and JavaScript (beginner level accepted)Experience with knowledge base management and optimisationStrong communication and change management skillsData-driven approach to problem-solving and decision-makingNice-to-HavesExperience in e-commerce support environmentUnderstanding of API integrations and system connectivityUnderstanding of Shopify ecosystemBackground in support transformation or restructuringExperience with distributed team managementOur Culture: Results-Driven Excellence
We reward exceptional performance and are building a team that consistently pushes for better results. Success here means finding innovative ways to achieve more with our existing resources. We value time above all else—it"s our scarcest resource. We budget time more strictly than money, establishing short feedback loops and breaking initiatives into their smallest units of value.
Our international team brings diverse perspectives to every challenge. We believe in lifting each other up through active knowledge sharing because our collective strength determines our success. We combine ambitious goals with pragmatic execution, creating sustainable high performance through better processes, not longer hours.
Your PackageThe Essentials£80-90k DOE + Monthly Performance Bonus 30 days holiday + bank holidaysPrivate health insurance (Vitality)Brand new Macbook, access to equipment as requiredFinancial Wellbeing + Salary Sacrifice Pension via MintagoFlexible WorkingHybrid setup: 2 office days (Tues/Thurs), 3 remoteModern Shoreditch office near Old StreetNo overtime cultureCasual dress codeWork from Anywhere (4 weeks per year)Team LifeWeekly team mealsQuarterly eventsPerks at Work AccountJoin Us in Building the Future of Trust in Commerce
Work on problems that impact millions while growing with a team that values both excellence and balance. Together, we"ll close the Trust Gap and unlock new possibilities for global commerce.
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