OnBuy is an online marketplace that aims to be the best choice for every customer, everywhere. We have recently been named one of the UK’s fastest‑growing tech companies in the Sunday Times 100 Tech list, and we remain laser‑focused on our mission and the collective effort needed to succeed.
Working at OnBuy
We are a team of driven and motivated people who thrive when working at pace. To succeed at OnBuy you need to take charge, fully own your responsibilities, and roll up your sleeves to get it done. You will be surrounded by opportunities, but you must stay focused, prioritise ruthlessly, and thrive in a constantly evolving environment.
About the Role
Head of Customer Response (Digital Transformation) leads a world‑class customer support function that delivers fast, empathetic and consistent outcomes while driving efficiency and continuous improvement through technology, data and process excellence. You will lead a remote team and partner closely across all aspects of our business to ensure our customers, both buyers and sellers, feel confident, supported and valued at every interaction. This role is critical in building trust, protecting our community and enhancing platform reputation at scale.
Key Responsibilities
Customer Support Leadership
* Own customer support strategy across buyers and sellers
* Lead multi‑disciplinary teams across buyer escalations, seller support queries and the implementation of our Risk Management governance framework
* Ensure consistent resolution quality, tone of voice and policy adherence
Operational Transformation
* Lead the evolution of customer support into a proactive, AI‑augmented function
* Architect scalable support systems that reduce manual intervention and improve resolution speed
* Embed automation and predictive analytics into support workflows to eliminate recurring issues
* Deliver performance to SLA and quality standards
* Build and mature operational frameworks, playbooks and escalation pathways
* Partner with Technology to identify and fix systemic root causes
Customer Advocacy & Insights
* Act as a champion of the buyer and the seller internally, surfacing trends and insights
* Work with Product Owners to feed prioritised improvements into our longer‑term roadmap, including AI tools and self‑serve capabilities
* Build quarterly insights and feedback loops across business anchored in customer feedback
Team & Culture Leadership
* Coach, empower and develop leaders and teams
* Set clear goals, rhythms and operational reporting
* Foster a culture of accountability, learning and high performance
Risk & Compliance
* Ensure compliance with platform policies and regulatory obligations
* Manage complex and high‑risk escalations
* Work closely with Risk team to protect customers and brand
Requirements
* Proven leadership in scaling customer operations through digital transformation, preferably in eCommerce or marketplace environments
* Track record scaling support teams in high‑growth or complex environments
* Experience implementing support tech including CRM systems, automation and AI tooling
* Strong cross‑functional leadership with Product, Tech, Risk and Legal
* Customer‑obsessed with strong problem‑solving and operational rigour
* Data‑driven decision making and reporting capability
* Excellent communication, stakeholder influence and crisis management
* Ability to inspire, coach and develop customer‑focused teams
Benefits
* Salary £70,000 to £80,000 depending on experience
* Company equity – an opportunity to own a piece of the business
* 25 days annual leave + bank holidays
* One extra day off for your birthday
* Employee Assistance Programme
* Perks at Work benefit platform
* Opportunities for career development and progression
Our Commitment
OnBuy is an equal‑opportunity employer. We are dedicated to creating a fair and transparent workforce, with a recruitment process that does not discriminate on the basis of gender, sexual orientation, marital or civil partnership status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, or age.
This role will be hybrid, with the option to work from either our Bournemouth or Manchester offices.
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