The Cornish Company is seeking a Head of Customer Support to own, lead and scale this critical function as the business grows from startup to a more mature organisation.
Overview
This is a hands-on leadership role. You will oversee daily customer support operations today - from tickets and calls to Trustpilot reviews and escalations - while also building the systems, team, and culture that will allow us to scale tomorrow. You will collaborate closely with the Founders & Managing Director to shape the company’s future.
Initially, you will be hands-on as you lead a small but dedicated support team, ensuring every ticket, call, and review is handled with care. As you strengthen the function, you’ll design and implement scalable systems, processes, and standards. Over time, you’ll build and develop a larger team, using data and insight to drive continuous improvement and ensuring that The Cornish Company delivers exceptional customer experiences at scale.
Base pay range: Direct message the job poster from The Cornish Company
Why this isn’t a typical “Head of” role
* Hands-on in tickets during busy trading periods.
* Coaching and mentoring existing team members.
* Building the infrastructure that will let you step back into pure leadership as we grow.
For the right person, this is a rare chance to create a customer service department in your vision, not just inherit one.
Key Responsibilities
* Daily leadership of the customer support function: ticket resolution, call handling, review management, and escalation procedures.
* Manage and coordinate both freelance and onsite customer support teams.
* Training & development: onboard, mentor, and upskill new and existing team members.
* Cross-department collaboration: work closely with Marketing, Operations, and Warehouse teams to resolve issues quickly and improve processes.
* Customer insight & reporting: track KPIs (response times, CSAT, Trustpilot, refund SLAs), produce reports, and feed learnings into business strategy.
* Process & system design: implement scalable tools (Zendesk/Gorgias, automation/AI, knowledge bases) and refine workflows to prepare for growth.
* Escalation ownership: personally handle sensitive customer cases when needed, ensuring exceptional professionalism and brand representation.
* Future team building: as the business grows, hire, structure, and lead a larger department.
Candidate Profile
* Proven leadership experience within a customer support environment, ideally in eCommerce, retail, or another fast-paced B2C sector.
* Comfortable being hands-on in the inbox/calls today while designing for scale tomorrow.
* Excellent verbal and written communication skills, with the ability to de-escalate tense situations and turn complaints into loyalty.
* Strong track record of training and developing teams.
* Data-driven mindset - able to interpret performance metrics and drive improvement.
* Tech-savvy, ideally with experience of customer support platforms such as Zendesk, Gorgias, or Freshdesk.
* Ambitious and motivated to own and grow an entire department, not just maintain one.
* Opportunity to build a customer support department from the ground up.
* Supportive and professional work environment.
* Company events, staff discounts, casual dress code.
* Company pension, private medical insurance, and gym membership.
* Free parking on-site.
* 10% annual bonus linked to company hitting overall performance targets
* 25 days holiday + bank holidays, with an additional day added for every year of service (starting from year 2).
Interested candidates are invited to submit a CV and cover letter outlining why they’re excited to build and lead the customer support function at The Cornish Company. A relocation package will be included for the right candidate.
Seniority level
* Director
Employment type
* Full-time
Job function
* Customer Service
Industries
* Food and Beverage Services
* Retail
Relocation package may be available for the right candidate.
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