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- Tasks: Lead and evolve a unified customer support function for a fast-growing tech company.
- Company: Giraffe360, innovating property marketing with cutting-edge technology.
- Benefits: Competitive salary, hybrid working, generous leave, and private health insurance.
- Why this job: Shape the future of customer service in a dynamic, growth-focused environment.
- Qualifications: Experience in leading complex customer support teams and a passion for tech.
- Other info: Join a collaborative team with opportunities for career progression and personal development.
The predicted salary is between 70000 - 100000 £ per year.
At Giraffe360, we are dedicated to helping properties tell their unique stories through innovative technology. Our solutions enable photographers and real estate agents to capture a property once and transform it into a full suite of media assets, including photography, videos, floor plans, virtual staging, and property websites. By presenting properties with clarity and impact, we create immersive experiences that allow buyers not only to see spaces but to truly connect with them. Giraffe360 is shaping the future of property marketing with a mission to showcase properties at their best.
Giraffe360 is looking for a Head of Customer Services to lead the next phase of our Customer Service Function, creating a more unified, scalable model that supports our growth. This is a key leadership role. Giraffe360 already has a fantastic agentic support & Customer Success team, bringing together a lean human agent team, with AI based support & triage maintaining a 95%+ CSAT score & great customer feedback, with team leadership in place. We are looking to build our support, bringing together project & processing support, hardware & bug fixes, Onboarding, Activation & Retention to create a more joined up experience, and help shape how Customer Service works in a scaling tech business.
You’ll play a big part in ensuring our support function is efficient, connected across multiple disciplines, built for global delivery and covering the client’s entire Giraffe360 pipeline. That means improving how issues are handled, spotting patterns and opportunities, and helping us continue to develop our customer service engine.
This role would suit someone who enjoys working at pace, is comfortable with change, and can combine strategic thinking with a hands on approach.
What you’ll be doing:
- Lead and evolve a unified support function that delivers a seamless experience across project & processing support, hardware & bug fixes & collaborating with our agentic team.
- Cement the role of Customer success in focusing on Onboarding, activation & retention - and work on the renumeration structures & team building to drive key customer metrics.
- Build scalable processes, tools and ways of working that improve service and reduce friction.
- Use data and insight to improve performance, identify root causes and drive smarter decision-making.
- Lead, coach and develop a high-performing team with clear standards and strong accountability.
- Act as a senior point of escalation for complex or business-critical issues.
- Help shape a support model that works for a fast-growing, product-led company, across a growing number of geographies.
- Drive continuous improvement across service, systems, automation and self-service.
- Partner across teams to ensure support is connected, commercially aware and aligned to business priorities.
What we’re looking for:
- Experience leading complex Customer Support teams.
- Experience leading Support functions outside of purely agentic, ticket focused systems with experience in service delivery or operations in a tech, SaaS or product-led business.
- An interest in photography, imaging technology, or experience supporting media generation or machine learning-driven products at scale.
- A track record of building or improving support functions & systems in a growing company.
- Strong experience working cross-functionally and with geographically distributed teams.
- Sound judgement and a practical, problem-solving mindset.
- Confidence using metrics, trends and operational insight to improve performance.
- Strong people leadership skills, with the ability to build trust, raise standards and create momentum.
- Someone flexible, adaptable and comfortable working in a business where things move quickly.
- Someone who can travel to our offices in Latvia and be flexible with contracted hours on occasion, as we transition to a 24-hour global support function.
About you:
You’re proactive, organised, and enjoy working in a fast paced environment where priorities can change and initiative is valued. You’re someone people enjoy working with, approachable, dependable, and calm under pressure. You don’t wait to be told what to do. You spot what needs doing and get on with it.
You’ll thrive here if you’re:
- A builder, not just a manager.
- Energised by growth, pace and change.
- Low ego, high ownership.
- Curious and solutions focused.
- Confident making decisions in ambiguity.
- Passionate about creating a great customer experience while building something scalable behind the scenes.
We don’t micromanage. We hire people we trust.
What we offer:
- Competitive salary (£70,000 - £100,000 Base) with bonus opportunities.
- Hybrid working – 2 days per week in our Ancoats city-centre office (Mondays & Thursdays).
- 25 days annual leave plus bank holidays.
- Paid day off for your Birthday.
- Enhanced parental leave and pay.
- Private Health Insurance.
- Regular team socials and events.
- Training, development, and genuine career progression opportunities.
Head of Customer Services in Kingston upon Hull employer: Giraffe360
Contact Detail:
Giraffe360 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Services in Kingston upon Hull
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching Giraffe360 and understanding their mission. Think about how your experience aligns with their goals, especially in customer service and tech. Show them you’re not just another candidate!
✨Tip Number 3
Practice your pitch! Be ready to explain how you can lead and evolve their customer service function. Highlight your past successes and how they relate to the role of Head of Customer Services.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of the Giraffe360 team.
We think you need these skills to ace Head of Customer Services in Kingston upon Hull
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer service and technology shine through. We want to see how your experiences align with our mission at Giraffe360 and how you can contribute to our growth.
Tailor Your CV: Make sure to customise your CV to highlight relevant experience in leading customer support teams and improving service functions. We love seeing how you've tackled challenges in fast-paced environments, so don’t hold back!
Be Clear and Concise: Keep your application straightforward and to the point. Use bullet points where possible to make it easy for us to see your key achievements and skills. Remember, clarity is key in customer service!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity to join our team at Giraffe360!
How to prepare for a job interview at Giraffe360
✨Know the Company Inside Out
Before your interview, dive deep into Giraffe360's mission and values. Understand their innovative technology and how it transforms property marketing. This knowledge will help you connect your experience with their goals and show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
As a Head of Customer Services, you'll need to demonstrate your ability to lead and develop teams. Prepare examples of how you've successfully built or improved support functions in the past, focusing on metrics and outcomes. Highlight your experience in creating scalable processes and fostering a high-performing team.
✨Be Ready for Problem-Solving Scenarios
Expect questions that assess your problem-solving skills, especially in a fast-paced environment. Think of specific challenges you've faced in customer service and how you tackled them. Use data and insights to back up your decisions and show how you can drive smarter decision-making.
✨Emphasise Your Adaptability
Giraffe360 is looking for someone who thrives in a changing environment. Be prepared to discuss how you've adapted to change in previous roles and how you manage priorities when things get hectic. Show that you're proactive and can spot what needs doing without waiting for direction.