Head of Customer Support & Quality Assurance in Ashford

Datr is a bold new entrant redefining the dating landscape – a concierge-style platform that turns online matching into real-world experiences. While the first step looks familiar – users match through a sleek, AI-powered app – what happens next is where Datr stands apart. Once two people connect, Datr removes the friction and awkwardness of early-stage dating: it finds mutual availability, books a restaurant or experience automatically, and handles payment and scheduling – all in-app. We call it the digital meet-cute: effortless, real, and refreshingly human. Behind the scenes, Datr is powered by proprietary algorithms derived from regulated insurance-grade risk modelling – a first in the dating space – ensuring data intelligence, safety, and compatibility matching unlike anything else. We’re now gearing up for launch in Q1 2027, with partnerships already forming across leading restaurants, bars and activity venues.

The role involves building Datr’s customer-facing support function from the ground up and leading it through launch and into scale. This is a player-manager role. Pre-launch, you’ll work closely with the COO and CIO to design the processes, systems, and policies that underpin a world-class support operation. As launch approaches, you’ll recruit and train a direct report, embedding the standards you’ve built. Post-launch, you’ll lead the function day to day – handling real users, real issues, and real stakes. Datr operates across extended hours, and this role reflects that. Once live, you’ll be expected to work flexibly across evenings and weekends on a rota basis. Pre-launch, the role operates standard business hours. You’ll report directly to the Chief Operating Officer.

Key responsibilities:

• Customer Support – Build: Design and implement Datr’s end-to-end customer support operation ahead of launch, to be compliant with legislative requirements including the Online Safety Act 2023. Develop processes, workflows, and escalation routes aligned to our Terms and Conditions, customer-facing policies, and internal standards. Work with the Chief Operating Officer and Chief Information Officer to select and configure the systems and tooling that will underpin customer support delivery. Recruit, onboard, and train a direct report as launch approaches, equipping them to deliver to the standards you’ve set.
• Customer Support – Operations: Lead the customer support function post-launch, ensuring all user enquiries are handled appropriately and within defined SLAs. Act as an independent escalation point for complex or sensitive cases, drawing on support from the Chief Operating Officer where required. Maintain and iterate on processes as user volumes grow and product features evolve. Drive a culture of responsiveness, empathy, and resolution within the team.
• Quality Assurance & Moderation: Own the Quality Assurance framework across customer interactions, ensuring consistency and quality at every touchpoint. Conduct manual review and moderation of user profiles and reported behaviour, acting swiftly and fairly in line with platform policies (including child safety and reporting of illegal content). Identify patterns in user behaviour, policy breaches, and support demand – feeding insight back into product and policy development.
• Reporting & Data Analysis: Track and report on key support metrics: volume, resolution time, SLA performance, CSAT, and moderation outcomes. Produce regular reporting for the Chief Operating Officer and wider leadership team. Use data to identify gaps, prioritise improvements, and demonstrate the function's impact. Handle sensitive data, including special category data, appropriately and in line with Datr’s legislative, regulatory, and policy requirements.
• Wider Business Support: Contribute to broader operational activity as required – including supporting the Datr Hunter team with venue partner onboarding and other cross-functional priorities. Conduct other ad hoc data analysis as required. Bring a flexible, collaborative mindset to a business where roles evolve quickly and no two weeks look the same.

You’ll work closely with the Chief Operating Officer; the primary collaborator on function design, standards, and operational delivery. Chief Information Officer; systems architecture, tooling decisions, and platform integration. Datr Hunter Team; supporting partner onboarding and B2B operational needs. Tech & Product Team; translating support insight and user feedback into product improvements.

About you: We’re looking for a builder – someone who can design a customer support function from the ground up, then lead it with energy and precision once the doors open. You’ll be joining Datr at its most formative moment, when what you create will directly shape the experience of every user on the platform. This role suits someone who is process-driven and people-focused in equal measure. You’re comfortable working independently, making pragmatic decisions under pressure, and setting the bar for those you manage. While there’s no single blueprint, we expect you’ll bring most of the following:

• Proven experience in customer support operations – you’ve built or significantly improved a support function and understand what good looks like across people, process and tooling.
• Strong process and systems thinking – you can translate policy and expectation into clear, repeatable workflows. You document well, iterate quickly, and leave things better than you found them.
• People leadership – you’ve managed or mentored others, and you take the development of your team seriously. You lead by example and hold the line on quality.
• Data literacy – you’re comfortable with reporting, tracking performance metrics, and using data to make the case for change.
• Composure under pressure – live platform issues and difficult user interactions don’t faze you. You stay clear-headed, act decisively, and communicate well when it matters most.
• Flexibility and commitment – you understand the demands of a consumer platform operating across extended hours, and you’re prepared to meet them.
• Entrepreneurial mindset – you’re motivated by ownership, comfortable with ambiguity, and energised by the opportunity to build something that genuinely matters.
• Sector knowledge – you are familiar with the food, beverage, and entertainment sector – how venues operate, what drives customer experience, and the commercial pressures partners face.

What’s on offer: The opportunity to build and lead a critical function within one of the UK’s most exciting new lifestyle apps. Significant autonomy from day one, with direct access to senior leadership. A fast-moving, collaborative environment where your work has immediate and visible impact.