SonicJobs Logo
Left arrow iconBack to search
  1. Home
  2. Harlow
  3. Pipeline superintendent
  4. Head of Customer Support

Head of Customer Support

SC4 Recruitment Limited
Posted 2 days ago, valid for 13 days
Location

Harlow, Essex CM17 9TD, England

Contract type

Full Time

In order to submit this application, a Reed account will be created for you. As such, in addition to applying for this job, you will be signed up to all Reed’s services as part of the process. By submitting this application, you agree to Reed’s Terms and Conditions and acknowledge that your personal data will be transferred to Reed and processed by them in accordance with their Privacy Policy.

Sonic Summary

info
  • The Head of Customer Support position is a permanent, full-time role based in Essex, offering a salary between £55,000 and £60,000 depending on experience.
  • This role is designed for a visionary leader with proven experience in customer success or service within a direct-to-consumer (D2C) environment.
  • Key responsibilities include implementing customer-first strategies, optimizing warehouse operations, and ensuring high-quality service level agreements (SLAs) across various marketplaces.
  • The ideal candidate should have expertise in automation tools, ticketing systems, and managing customer support operations for platforms like Amazon, eBay, and TikTok.
  • Applicants should possess a strong leadership background and be prepared to develop a high-performing customer success team while ensuring 24/7 customer support coverage.

Head of Customer Support – DTC

Essex – Permanent | Full-Time

£55 - £60k DOE

We are hiring a visionary Head of Customer Support to elevate our client's customer service and operational efficiencies in their fast-growing direct-to-consumer (D2C) business. If you're passionate about delivering an exceptional brand experience, meeting marketplace SLAs, and having demonstrable experience supporting warehouse operations to improve efficiency, you will love this role & how it will progress!!

The Role

As the Head of Customer Support, you will be supported to build a personable, high-performing customer success function, drive process efficiencies, and create a seamless experience across platforms such as Amazon, eBay, TikTok, and proprietary D2C channels. You will lead the implementation of strategic automation tools, optimise warehouse workflows, and embed weekend shift patterns to ensure customer satisfaction 7 days a week.

Key Responsibilities

  • Design and implement a customer-first strategy that ensures operational excellence across all channels.
  • Integrate automation tools and systems to streamline ticket resolution, SLA adherence, and order tracking.
  • Establish and maintain high-quality SLAs across marketplaces, ensuring quick and effective resolution of customer issues.
  • Work with the Head of Operations to implement efficiency gains, reduce bottlenecks, and enhance delivery speed.
  • Implement shift patterns to extend customer support into weekends, maintaining high service standards across all days.

Marketplace & Channel Expertise

  • Manage and optimise customer service operations for platforms like Amazon, eBay, TikTok, and other marketplaces.
  • Resolve marketplace-related SLA issues, ensuring compliance with platform guidelines and exceeding customer expectations.

Leadership & Team Development

  • Build, lead, and mentor a high-performing customer success team, fostering a culture of accountability and excellence.
  • Develop robust training programs to empower your team to exceed customer expectations.
  • Champion a data-driven approach to measure team performance and ensure continuous improvement.

Skills & Experience Required

  • Proven leadership experience in customer success or customer service only in a D2C environment.
  • Expertise in implementing automation, ticketing systems, and process efficiencies to drive customer satisfaction.
  • Strong knowledge of SLA resolutions and platform compliance for Amazon, eBay, TikTok, and similar channels.
  • Experience optimising warehouse operations, including automating workflows and improving delivery timelines.
  • Demonstrated ability to manage and embed shift patterns to ensure 24/7 or weekend customer support coverage.

Are you looking for autonomy, development and to make a difference to our client’s global success?  Then contact Samantha Chambers or Sarah Palmer to apply now. Shortlisting is underway – don't miss this opportunity to shape the future of customer success.

#HeadOfCustomerSuccess #DTCJobs #CustomerSuccessLeader #Customerexperience #Customersupport #Customerservicejobs #Marketplaces #EssexJobs

Apply now in a few quick clicks

In order to submit this application, a Reed account will be created for you. As such, in addition to applying for this job, you will be signed up to all Reed’s services as part of the process. By submitting this application, you agree to Reed’s Terms and Conditions and acknowledge that your personal data will be transferred to Reed and processed by them in accordance with their Privacy Policy.

Logo
SonicJobs
Your next career move. Sorted.
Search jobsbackground image

Contact us

© 2017 - 2025 SonicJobs App Ltd. All rights reserved

Terms & Conditions | Privacy Policy | Browse Jobs