Join to apply for the Head of Customer Support role at Muzz
Join to apply for the Head of Customer Support role at Muzz
Get AI-powered advice on this job and more exclusive features.
This range is provided by Muzz. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
London - Hybrid (Tues & Thur in office)
Muzz is on a mission to have the best customer experience of any dating/marriage app. Lead our fast-growing Customer Support team, be the customer voice across the business and ensure that members receive exceptional customer service across all channels.
This is an exciting opportunity to lead our globally operating Customer Support team, contributing to our overall aim of delivering exceptional customer service. You will be interacting with our member base to solve problems they are facing and liaising with multiple disciplines within Muzz to find the best solutions to existing processes.
As part of our growing global Support team, you will spend the majority of your time leading our Support function. You will be responsible for overseeing the way we provide technical support, triaging member-reported issues, handling user feedback and providing resolutions to cases.
Day to day
* Lead the full Support function including triage, escalation, resolution, and communication of incidents and technical issues
* Handle team scheduling to maintain consistent, high-quality coverage across all time zones
* Deliver onboarding, training, and ongoing coaching aligned with KPIs, product changes, and team goals
* Set, monitor, and benchmark KPIs for quality, response speed, and customer satisfaction
* Develop scalable processes and workforce management practices to increase efficiency and reduce cost
* Oversee all customer contact channels — in-app, email, phone, and social media — ensuring prompt, high-quality responses
* Lead, mentor, and manage the Support team, including part-time staff, ensuring strong performance and professional growth
* Step in directly to handle member enquiries when required, maintaining service excellence
* Ensure the Support setup effectively meets the needs of our global member base, considering language, region, and time zone requirements
* Work with the leadership team on our AI and automation strategy to improve Support speed, accuracy, and cost-effectiveness
* Track and communicate the impact of automation; identify and resolve performance gaps or blind spots
* Suggest improvements on internal support tooling
* Be the internal product expert on app features and updates; ensure the team stays current on all changes
* Collect, organise, and report customer feedback — especially on new features — directly to the Product Leadership Team
* Monitor patterns in customer enquiries to identify emerging issues and represent the voice of the customer internally
* Review and respond to app store reviews, capturing sentiment and closing feedback loops in a quality manner
* Partner with Product and Design to shape and evolve the Support experience and infrastructure
* Manage the Support function’s budget and provide regular performance insights to senior stakeholders
* Maintain clear and up-to-date documentation of all Support systems, processes, and tools
* Own and maintain FAQs and Help Centre content to ensure accessibility, relevance, and alignment with product updates
* Leverage dashboards and data to assess team performance and identify opportunities for improvement
What we're looking for
* 3+ years of leading customer support teams
* 8+ years experience in customer support
* You’re passionate about customer experience and thrive in a fast-paced, cross-functional environment
* You have experience scaling customer service teams and implementing automation to improve efficiency
* Skilled with AI, automations, conversation design, and support workflow optimisation
* You’re data-driven, a clear communicator, and comfortable making decisions based on insights
* You’re hands-on when needed — happy to jump into the queue and support members directly
* You’re a product expert who keeps up with new releases and understands how to translate changes into effective support
* Strong textual comprehension and ability to understand and interpret customer needs
* Exceptionally organised and strategic, with a knack for bringing clarity and structure to complex, ambiguous challenges. You thrive in dynamic, fast-moving startup environments
* Clear and confident communicator, experienced in leading cross-functional teams and driving alignment across diverse stakeholders
* Skilled in project management and prioritisation — able to juggle multiple workstreams while balancing day-to-day execution with long-term strategy
* Deeply curious and driven by a passion for enhancing customer experiences by combining smart technology with human insight
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Customer Service
* Industries
Software Development
Referrals increase your chances of interviewing at Muzz by 2x
Get notified about new Head of Customer Support jobs in London Area, United Kingdom.
London, England, United Kingdom 2 weeks ago
London, England, United Kingdom 3 weeks ago
Greater London, England, United Kingdom 2 weeks ago
Greater London, England, United Kingdom 5 days ago
Director, Customer Support Services (EMEA)
London, England, United Kingdom 4 days ago
London Area, United Kingdom £90,000.00-£100,000.00 4 hours ago
London, England, United Kingdom 3 weeks ago
London, England, United Kingdom 1 week ago
London, England, United Kingdom 3 weeks ago
Head of Customer Support COE (Dubai-based)
London, England, United Kingdom 6 days ago
London, England, United Kingdom 1 month ago
London, England, United Kingdom 1 week ago
London, England, United Kingdom 5 days ago
Greater London, England, United Kingdom 3 weeks ago
London, England, United Kingdom 5 days ago
London, England, United Kingdom 2 months ago
London, England, United Kingdom 1 week ago
London, England, United Kingdom 1 week ago
Director, Direct Support (London, United Kingdom)
London, England, United Kingdom 1 week ago
London, England, United Kingdom 1 month ago
Greater London, England, United Kingdom 1 week ago
Gravesend, England, United Kingdom 1 week ago
London, England, United Kingdom 4 weeks ago
Head of Client Success at Retail Insights
London, England, United Kingdom 6 months ago
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr