At a Glance
- Tasks: Lead and transform global customer care across multiple channels and teams.
- Company: Join Arrive, a leading global mobility platform shaping urban travel.
- Benefits: Hybrid work model, competitive salary, and opportunities for international travel.
- Other info: Dynamic role with a focus on AI and innovative customer engagement.
- Why this job: Make a real impact on customer experience and urban mobility.
- Qualifications: 10+ years in contact centre leadership with a passion for team culture.
The predicted salary is between 63000 - 77000 £ per year.
We’ve signed up to an ambitious journey. Join us! As Arrive, we guide customers and communities towards brighter futures and more livable cities. Our people and our values help us make it happen. We Arrive Curious, Focused and Together. Our values guide us to be at our best for our customers, the cities and communities we serve, and for ourselves. As a global team, we are transforming urban mobility.
The Role
We are seeking a transformational Head of Global Customer Care to lead and reimagine how customers engage with us across every touchpoint. This is a senior leadership role for an operator-strategist who thrives at the intersection of technology, people, and customer experience. You will oversee an operation spanning 200–1,000 agents across internal teams, offshore collaboration centers, and outsource partners, while accelerating our shift toward AI-augmented and digital-first service delivery. You bring a genuine passion for building inclusive, high-trust team cultures across borders, time zones, and working styles.
This position requires closely partnering with C-suite and cross-functional teams in Product, Technology, Marketing, Operations, Finance, and HR.
How To Make An Impact
- Own end-to-end performance across all contact routes — voice, chat, email, SMS, and self-service — and all delivery partners (internal, offshore, and external).
- Drive KPI excellence across CSAT, FCR, AHT, SLA adherence, and cost-per-contact, balancing efficiency with customer experience quality.
- Lead capacity planning, forecasting, and workforce management in partnership with WFM and analytics teams.
- Define and execute a multi-year contact center strategy that transforms customer care from reactive support into proactive, personalized, and predictive service aligned with business growth.
- Partner with Product and Technology to build the roadmap for next-generation engagement capabilities, integrating conversational AI, virtual agents, agent‑assist, and predictive analytics into daily operations.
- Act as the executive voice of the customer, translating contact center insights into actionable improvements across product, marketing, and operations.
About You
You are a strategic, empathetic, and culturally aware leader who thrives in a dynamic environment. You bring a genuine passion for building inclusive, high-trust team cultures across diverse geographies, breaking down operational silos, and creating a shared sense of community for virtual and distributed teams. With strong communication norms, operational rigor, and executive presence, you excel at translating operational metrics into strategic growth for business partners and driving a culture of high performance, continuous learning, and employee wellbeing.
Your Background
- 10+ years of contact center leadership, including 5+ years managing 200+ agents across internal, offshore, and outsourced models.
- Track record of driving large-scale transformations, including AI deployments, platform migrations, operating model redesigns, and offshoring transitions.
- Proven ability to define a long-term operational vision alongside direct P&L or major cost-center budget ownership and strong financial acumen.
- Demonstrated success in unifying remote, multi-time-zone teams with an empathetic approach to cross-cultural communication, feedback, and conflict resolution.
- Deep expertise in core channels (voice, digital, self-service) and platform architectures across CCaaS, CRM, WFM, and QA within telecom, tech, or high‑velocity consumer services.
- MBA or advanced degree in Business or Operations (preferred), with process improvement certifications and experience with multi-country operations.
This role is based in London (Hybrid: 3 days in office, 2 days remote). Requires at least 25% travel, mostly within the EU with occasional international trips to other global offices.
About Arrive
Arrive, including brands like EasyPark, Flowbird, RingGo, ParkMobile and Parkopedia, is a leading global mobility platform. Present in over 90 countries and 20,000 cities, the company helps people and decision‑makers make smarter decisions about urban mobility and ease the experience of travel worldwide. Arrive delivers a unique combination of the core ingredients to make cities more livable: from smart payments and optimized car parks to data‑driven traffic reduction and support for reinvestment in public transport and green space.
It’s about more than function; it’s about saving time and simplifying the experience of travel for everyone. Travel is more than a journey, it’s how you Arrive.
Head of Global Customer Care in London employer: Arrive
At Arrive, we pride ourselves on fostering a dynamic work culture that encourages innovation and collaboration. As a Senior Backend Engineer, you will not only have the opportunity to work on impactful projects that drive revenue growth but also benefit from our commitment to employee development through continuous learning and mentorship. Located in a vibrant tech hub, we offer competitive benefits and a supportive environment that values your contributions and promotes work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Global Customer Care in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Arrive. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Arrive before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Global Customer Care in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Arrive:Your cover letter is your chance to shine! Tell us why you want to work at Arrive specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Arrive!
How to prepare for a job interview at Arrive
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
