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- Tasks: Lead and manage a dynamic customer support team to deliver exceptional service.
- Company: Join Adanola, a fast-growing e-commerce brand on a mission to become everyone's everyday uniform.
- Benefits: Enjoy a bonus structure, birthday off, 25 days holiday, hybrid working, and a 50% staff discount.
- Why this job: Be part of an exciting leadership role that shapes customer experience and drives team success.
- Qualifications: Proven experience managing large teams in a fast-paced e-commerce environment is essential.
- Other info: We're just getting started, so be ready to roll your sleeves up and make an impact!
The predicted salary is between 48000 - 72000 £ per year.
As the Head of Customer Support, you will be responsible for leading and managing our customer support team, ensuring that we deliver best-in-class service to our customers. With a current team of 27 people, you’ll be responsible for department performance and setting each team member up to thrive, driving exceptional levels of customer satisfaction and retention across our rapidly growing e-commerce business. This is an exciting leadership opportunity for someone with strong management experience, a customer-centric mindset, and the ability to implement processes that deliver high-quality support at scale. You will work closely with senior leadership to ensure that customer support is integrated into the broader business strategy, and will take the lead on setting up frameworks to continually improve performance and elevate the customer experience.
About your responsibilities:
- Drive the delivery of outstanding customer service, ensuring customer satisfaction is consistently high.
- Develop strategies and initiatives to improve customer retention by providing prompt, empathetic, and effective solutions to customer inquiries.
- Design, implement, and refine customer service processes to ensure scalability as the business grows.
- Set up best-in-class service standards and continuously optimise workflows to enhance efficiency and service quality.
- Work closely with other departments (such as operations, finance, product, and marketing) to address customer issues, streamline workflows, and gather customer feedback that can drive product or service improvements.
- Collect, analyse, and act on customer feedback to improve service offerings and resolve recurring issues.
- Provide regular reports and insights to senior leadership, highlighting trends and making data-driven recommendations for improvements.
- Develop and implement comprehensive customer support reporting systems to measure KPIs across the department and individual team members.
- Use data-driven insights to monitor performance, identify trends, and drive continuous improvement.
- As the company scales, develop and implement strategies to grow the customer support function effectively, ensuring a seamless experience as the team expands and as the customer base grows.
- Handle high-level escalations and complex customer issues with professionalism and tact.
- Ensure that all escalated cases are resolved quickly and to the customer’s satisfaction, mitigating any potential negative impact on the business.
Team Leadership & Development:
- Lead, manage, and mentor a growing customer support team.
- Ensure each member of the team is equipped with the skills and support they need to thrive.
- Foster a culture of high performance, feedback, collaboration, and continuous learning.
- Establish clear performance metrics and KPIs to monitor team performance, providing regular feedback and coaching to ensure service levels are maintained.
- Identify opportunities for improvement and create action plans to address any areas of concern.
- Plan for peak retail periods ensuring the team is adequately staffed and resourced to maintain the same high levels of customer service.
- Develop strategies to hire, train, and onboard seasonal or temporary staff to meet demand without compromising on quality.
About you:
- Proven experience leading large customer support teams (experience managing teams of 20+ people is ideal).
- Have previously worked in a fast-growing e-commerce business, understanding the nuances and challenges of providing customer support in a retail setting.
- Solid experience in setting performance targets, monitoring team KPIs, and providing constructive feedback to improve individual and team performance.
- Exceptional skills in handling customer complaints and resolving issues in a way that strengthens customer loyalty.
- Ability to manage escalations and high-pressure situations effectively.
- Comfortable working in a fast-paced, evolving environment.
- Ability to thrive under pressure while maintaining a positive and supportive team environment.
- Experience with customer service platforms (e.g., DIXA, Zendesk, Freshdesk, or similar) and CRM / CMS systems.
Why Adanola?
We’re on a mission to becoming everybody's everyday uniform and we need great people with great attitudes to help work towards that. Adanola genuinely cares about the people we employ and as we grow will continue to always put People, Product and Profit, in that order. We’re just getting started so you need to be ready to roll your sleeves up and get stuck in but in the most exciting and challenging way.
As well as that, we offer a list of benefits to our Ada employees:
- Bonus structure for all employees
- Day off on your birthday
- 25-day holiday minimum
- An amazing city-centre office space
- Subsidised food at Everyday Café
- Private Medical Insurance
- Hybrid working (3 days in the office)
- Monthly well-being allowance
- 50% staff discount
Head of Customer Support employer: Adanola
Contact Detail:
Adanola Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Support
✨Tip Number 1
Familiarise yourself with the latest trends in customer support, especially within e-commerce. Understanding the unique challenges and opportunities in this sector will help you demonstrate your expertise during interviews.
✨Tip Number 2
Network with professionals in the customer support field, particularly those who have experience in managing large teams. Engaging with others can provide insights and potentially valuable connections that may lead to recommendations.
✨Tip Number 3
Prepare to discuss specific metrics and KPIs you've successfully implemented in previous roles. Being able to share concrete examples of how you've driven performance improvements will set you apart from other candidates.
✨Tip Number 4
Showcase your leadership style by preparing examples of how you've fostered a high-performance culture in your teams. Highlighting your ability to mentor and develop team members will resonate well with the hiring managers.
We think you need these skills to ace Head of Customer Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in leading customer support teams, especially in fast-growing e-commerce environments. Use specific examples to demonstrate your management skills and customer-centric mindset.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and leadership. Discuss how your previous experiences align with the responsibilities outlined in the job description, particularly in driving customer satisfaction and retention.
Showcase Relevant Achievements: Include quantifiable achievements in your application that reflect your ability to improve customer service processes and team performance. For example, mention any KPIs you have successfully managed or improvements you have implemented in past roles.
Demonstrate Cultural Fit: Research Adanola's values and mission. In your application, convey how your personal values align with theirs, particularly regarding their focus on people, product, and profit. This will show that you are not just qualified but also a good fit for their team.
How to prepare for a job interview at Adanola
✨Showcase Your Leadership Skills
As the Head of Customer Support, you'll be leading a team of 27. Be prepared to discuss your previous management experiences, focusing on how you've successfully led teams, fostered a positive culture, and driven performance improvements.
✨Demonstrate Customer-Centric Mindset
Highlight your understanding of customer needs and how you've previously implemented strategies that enhance customer satisfaction and retention. Share specific examples of how you've handled customer complaints and escalations effectively.
✨Discuss Process Improvement Experience
The role requires designing and refining customer service processes. Be ready to talk about your experience with process optimisation, including any tools or methodologies you've used to improve efficiency and service quality.
✨Prepare for Data-Driven Discussions
Since the position involves analysing customer feedback and KPIs, come equipped with examples of how you've used data to drive decisions in your previous roles. Discuss any reporting systems you've developed or utilised to measure team performance.
