Head of Customer Service
A fast-growing, purpose-led travel company on a mission to deliver unforgettable holidays across the globe. With over 30,000 customers a year and teams in the UK, US, and Germany, our client recently became a certified B Corp—a major step in their journey toward sustainable, values-driven growth.
They are now hiring a Head of Customer Service to lead a global team (20+), shape a future-ready, insight-driven service function, and scale a world-class customer experience.
What you’ll do:
️ Define and deliver the global Customer Service strategy
️ Lead transformation across UK, US & Germany
️ Drive customer retention, satisfaction, and review scores
️ Implement CRM, AI and automation tools to improve efficiency
️ Build and support a scalable, high-performing team
️ Launch a “follow-the-sun” global service model
️ Embed data, KPIs, and continuous improvement
What you’ll bring:
Experience leading large, multilingual service teams
Proven success scaling in fast-growth, digital or travel businesses
Hands-on with CRM platforms (Zendesk, HubSpot) and automation
Strategic thinker with strong analytical skills
Empathetic, action-oriented, and comfortable with change
Bonus if you have:
Travel or adventure sector experience preferred, but open to leisure or ecommerce sector
Worked across UK, US and EU markets
Lean Six Sigma, CX, or relevant qualifications
Apply now or drop me a message to chat.
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