At a Glance
- Tasks: Lead our customer support team and ensure exceptional service for our members.
- Company: Muzz is a profitable dating app startup, backed by Y Combinator, based in London.
- Benefits: Enjoy remote work options, generous holiday, and monthly learning days.
- Other info: Experience international travel and fun team events while working on an amazing product.
- Why this job: Join a diverse team and make a real impact in enhancing customer experiences.
- Qualifications: 3+ years leading support teams and 8+ years in customer support required.
The predicted salary is between 43200 - 72000 € per year.
Muzz is on a mission to have the best customer experience of any dating/marriage app. Lead our fast-growing customer Support team, be the customer voice across the business and ensure that members receive exceptional customer service across all channels.
This is an exciting opportunity to lead our globally operating customer Support team, contributing to our overall aim of delivering exceptional customer service. You will be interacting with our member base to solve problems they are facing and liaising with multiple disciplines within Muzz to find the best solutions to existing processes.
As part of our growing global Support team, you will spend the majority of your time leading our customer Support function. You will be responsible for overseeing the way we provide technical support, triaging member-reported issues, handling user feedback and providing resolutions to cases.
- 3+ years of leading customer support teams
- 8+ years experience in customer support
- You’re passionate about customer experience and thrive in a fast-paced, cross-functional environment
- You have experience scaling customer service teams and implementing automation to improve efficiency
- Skilled with AI, automations, conversation design, and support workflow optimisation
- You’re data-driven, a clear communicator, and comfortable making decisions based on insights
- You’re hands-on when needed — happy to jump into the queue and support members directly
- You’re a product expert who keeps up with new releases and understands how to translate changes into effective support
- Strong textual comprehension and ability to understand and interpret customer needs
- Exceptionally organised and strategic, with a knack for bringing clarity and structure to complex, ambiguous challenges. You thrive in dynamic, fast-moving startup environments
- Clear and confident communicator, experienced in leading cross-functional teams and driving alignment across diverse stakeholders
- Skilled in project management and prioritisation — able to juggle multiple workstreams while balancing day-to-day execution with long-term strategy
- Deeply curious and driven by a passion for enhancing customer experiences by combining smart technology with human insight
Day to day
- Lead the full customer Support function including triage, escalation, resolution, and communication of incidents and technical issues
- Handle team scheduling to maintain consistent, high-quality coverage across all time zones
- Deliver onboarding, training, and ongoing coaching aligned with KPIs, product changes, and team goals
- Set, monitor, and benchmark KPIs for quality, response speed, and customer satisfaction
- Develop scalable processes and workforce management practices to increase efficiency and reduce cost
- Oversee all customer contact channels — in-app, email, phone, and social media — ensuring prompt, high-quality responses
- Lead, mentor, and manage the Support team, including part-time staff, ensuring strong performance and professional growth
- Step in directly to handle member enquiries when required, maintaining service excellence
- Ensure the Support setup effectively meets the needs of our global member base, considering language, region, and time zone requirements
- Work with the leadership team on our AI and automation strategy to improve Support speed, accuracy, and cost-effectiveness
- Track and communicate the impact of automation; identify and resolve performance gaps or blind spots
- Suggest improvements on internal support tooling
- Be the internal product expert on app features and updates; ensure the team stays current on all changes
- Collect, organise, and report customer feedback — especially on new features — directly to the Product Leadership Team
- Monitor patterns in customer enquiries to identify emerging issues and represent the voice of the customer internally
- Review and respond to app store reviews, capturing sentiment and closing feedback loops in a quality manner
- Partner with Product and Design to shape and evolve the Support experience and infrastructure
- Manage the Support function’s budget and provide regular performance insights to senior stakeholders
- Maintain clear and up-to-date documentation of all Support systems, processes, and tools
- Own and maintain FAQs and Help Centre content to ensure accessibility, relevance, and alignment with product updates
- Leverage dashboards and data to assess team performance and identify opportunities for improvement
Why join Muzz?
We’re a profitable Consumer Tech startup, backed by Y Combinator (S17) and based in London . Join our fast growing team and work on an amazing product that’s changing the world.
A great product
We’re the leading app in this space with over 12 million members worldwide and counting!
A diverse team
We have people from all walks of life all adding their unique perspective. Muslims and non-Muslims, cat lovers and dog lovers. Everyone is welcome!
Meaningful equity
We’re all working together to succeed and everyone on the team gets a slice of the pie.
A day off per month to learn
We value curiosity, that\'s why the last Friday of every month is set aside for you to learn and develop.
International travel
We fly the whole team to somewhere amazing twice a year to connect and have fun.
Mini golf, hikes, super competitive Catan nights - we’ve done it all. Maybe you’ll be at the next social?
Generous Holiday / PTO
All full-time members get at least 33 days of holiday, regardless of where they live.
Our hiring process
We pride ourselves on making fast hiring decisions.
Step 1.
Step 4.
Interview (in person or remote)
Step 5.
Receive an offer!
Join our team
Click the button below to access the application form. Attach your CV and, optionally, a cover letter to apply. We’ll get back to you as soon as possible.
Having trouble with the form?
Send your application directly to careers@muzz.com and we\'ll make sure it gets to the right place!
Head of Customer Support in London employer: Muzz
Muzz is an exceptional employer that prioritises a vibrant and inclusive work culture, offering meaningful equity and generous holiday allowances to ensure employee satisfaction. With a commitment to professional growth, team members enjoy dedicated learning days each month and the opportunity for international travel, fostering both personal and professional development in a dynamic startup environment. Join us in London to lead a passionate customer support team dedicated to delivering outstanding service to our diverse global member base.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Support in London
✨Tip Number 1
Familiarise yourself with Muzz's customer support philosophy and values. Understanding their mission to provide exceptional customer experiences will help you align your leadership style with their goals during interviews.
✨Tip Number 2
Showcase your experience in scaling customer support teams by preparing specific examples of how you've implemented automation and improved efficiency in previous roles. This will demonstrate your capability to lead Muzz's global support team effectively.
✨Tip Number 3
Be ready to discuss your approach to data-driven decision-making. Muzz values insights, so prepare to share how you've used data to enhance customer satisfaction and streamline support processes in the past.
✨Tip Number 4
Highlight your hands-on experience in customer support. Muzz appreciates leaders who are willing to jump in and assist directly, so be prepared to talk about times when you've done this successfully.
We think you need these skills to ace Head of Customer Support in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in leading customer support teams and showcases your passion for customer experience. Use specific examples that demonstrate your ability to scale teams and implement automation.
Craft a Compelling Cover Letter:In your cover letter, express your enthusiasm for the role at Muzz and how your skills align with their mission of providing exceptional customer service. Mention your experience with AI and automation, as well as your strategic approach to problem-solving.
Showcase Relevant Achievements:Include quantifiable achievements in your application, such as improvements in customer satisfaction scores or successful implementations of new support processes. This will help illustrate your impact in previous roles.
Demonstrate Communication Skills:Since clear communication is key for this role, ensure your application is well-structured and free of errors. Use concise language and articulate your thoughts clearly to reflect your communication abilities.
How to prepare for a job interview at Muzz
✨Show Your Passion for Customer Experience
Make sure to express your enthusiasm for enhancing customer experiences during the interview. Share specific examples of how you've improved customer support in previous roles and how you plan to bring that passion to Muzz.
✨Demonstrate Leadership Skills
As a Head of Customer Support, you'll need to lead a team effectively. Prepare to discuss your leadership style, how you've mentored teams in the past, and any strategies you've implemented to improve team performance and morale.
✨Be Data-Driven
Muzz values data-driven decision-making. Be ready to talk about how you've used data to inform your strategies in customer support, including KPIs you've set and how you've tracked performance to drive improvements.
✨Understand the Product Inside Out
Familiarise yourself with Muzz's app features and recent updates before the interview. Being able to discuss how these features impact customer support will show that you're proactive and genuinely interested in the role.
