Head of Customer Service (Permanent, Contract)

Nextbase is a market leader in connected car technology and driving intelligence. Founded in the UK in 1999, we have 25 years' experience of manufacturing in-car devices and protection platforms, and our sole focus is on driver wellbeing and safety. Ours is the largest smart Dash Cam brand in the world and we hold leading market share in our active markets.

We are looking for an organised, detail-oriented individual to join the Global Customer Services team as our Global Head of Customer Services reporting to Executive Management. The Global Head of Customer Services must have a strong focus on delivering an exceptional customer experience at every touchpoint. This role is responsible for driving the vision, building scalable processes and driving cross-functional initiatives that ensure support interactions consistently reflect our customer-first values.

The responsibilities of the Global Head of Customer Services will be to:

• Review and set strategy, execute and consistently improve how we interact with and support our customers.
• Embrace the challenge of constantly gathering and analysing customer feedback and developing systems and processes that support them globally in terms of support of installation, setup, use and upgrade of Nextbase solutions across our consumer, automotive and business to business customers.
• Have a good working knowledge of techniques of communicating with customers and staff, planning and the ability to motivate team members.
• Have good decision-making skills with the ability to work on their own initiative.
• Utilize, monitor and modify the CRM system as needed to meet business needs.
• Establish KPIs, track performance metrics and provide regular reports to executive management.
• Liaise with the Customer Ambassador Team Managers to ensure effective line management and coaching of the Customer Services team as needed.
• Collaborate with teams across the company to support business objectives.
• Maintain budget for the Customer Service function, control expenses and explain variances.
• Provide reports and analysis of returns data from all sales channels along with managing current and future return and repair partners.
• Establish, monitor, and report on key support metrics (CSAT, NPS, etc.).
• Own and optimise Customer Experience metrics such as NPS and CSAT by designing structured feedback loops, analysing trends over time, and translating insights into clear actions that improve satisfaction, loyalty and user experience.
• Leverage analytics to drive continuous improvement and inform leadership of trends, risks and opportunities.
• Lead the Voice of the Customer (VoC) program within support, ensuring insights are captured and shared across the organisation.
• Conduct micro-surveys to quickly validate assumptions, gather customer sentiment, or assess new features and support initiatives.

Qualifications:

• Degree or certificate in business, technology, a related field or management preferred.
• ~10 years+ experience in managing team members in a software-based environment preferred.
• Strong relationship building and interpersonal skills.
• Ability to think strategically beyond the role of Customer Services and work with other teams.
• Lead and influence change management.
• Deep understanding of customer experience principles and support metrics.
• Solid organizational skills and ability to prioritize easily with limited supervision.
• Passion for exceptional customer experience.
• Experience with software, especially AI-powered, to assist in communicating and resolving customer concerns.
• Understanding of coding basics.
• Passion for KPIs and data to understand where improvements can be made to celebrate wins and be the category customer experience leader.

Pay range and compensation package - Competitive - please provide an indication of salary sought with your CV.

Nextbase is committed to promoting equality of opportunity and ensuring that all our recruitment, employment practices, and workplace policies are free from discrimination. We welcome applications from all individuals regardless of their race, ethnicity, gender, gender identity, sexual orientation, age, religion, disability, or any other protected characteristic under the Equality Act 2010. Our aim is to create a workforce that reflects the diversity of the communities in which we operate.