At a Glance
- Tasks: Lead and scale a dynamic customer success team in a fast-growing health company.
- Company: Join Sons, a certified B Corp on a mission to improve men's health.
- Benefits: Enjoy flexible working, 26 days holiday, and discounts on products.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Make a real impact in customer care while shaping a growing team.
- Qualifications: 5+ years in customer experience leadership with a focus on D2C brands.
The predicted salary is between 56700 - 69300 £ per year.
- Head of Customer Care
- A bit about Sons
Sons was founded in 2019 by Will and Adrian, driven by their own struggles with hair loss and the lack of accessible, affordable treatment options.
Today, Sons is a certified B Corp digital health company on a mission to make men’s health more open, optimistic, and effective.
We bring together physicians, pharmacists, scientists, technologists, and creatives to tackle the reality that most men don’t seek help for issues like hair loss.
Through our telehealth platform and cloud pharmacy, we deliver clinically proven treatments straight to their doors—safely, affordably, and discreetly.
With over 500,000 men treated across the UK, Ireland, and Germany, and a Series A €6.75M funding round, we’re expanding into new markets and channels.
Our goal?
To help every generation of sons live healthier, happier lives.
Job Summary
The Head of Customer Success will own, manage, and scale Sons’ customer success team within D2C and Amazon.
The candidate will be responsible for overseeing and managing a team of 6 agents.
The role is responsible for overseeing the function and the associated tooling, KPI reporting and budget management, The successful candidate will had strong experience in leading a customer success function or managing a team within a CS function.
This is a great opportunity to lead a team in a high growth environment.
Key Responsibilities
- Leadership & Team
- Take ownership of a 6-person team, retaining institutional knowledge and team morale.
- Coach, develop and performance-manage Customer service Agents and the Medical Aftercare agent
- Build the hiring plan and org design for a growing team, including new roles, shift/coverage models and career paths for agents.
- Operational Excellence & Technology
- Own Zendesk configuration, workflows, macros, quality assurance and SLA performance across both channels.
- Own the roadmap for Digital Genius and other automation/AI tooling while balancing containment and efficiency against customer experience quality.
- Manage workforce planning and scheduling across D2C and Amazon volumes, including seasonal peaks.
- Oversee Amazon-specific support requirements: Buyer-Seller messaging SLAs, A-to-z Guarantee claims, and review/feedback management.
- Compliance & Patient Management
- Provide close oversight of the Aftercare agent specialist medical queries, ensuring safety- and health-related escalations follow clear, documented protocols and loop in medical director where needed
- Oversee escalation pathway with medical director for patient complaints or concerns
- Commercial Ownership & Reporting
- Own the annual customer care budget and annual
- Develop and build on KPI reporting leveraging AI tools and automation
- Develop out key metrics such as cost-to-serve and build the business case for future headcount or tooling investment in terms of retention and lifetime value impact, not just cost.
- Retention & Brand Partnership
- Work hand-in-hand with the Head of Retention to turn support interactions into a retention lever: cancellation/save flows, win-back, proactive outreach to at-risk customers.
- Partner with Marketing/Brand to ensure support tone, messaging and escalation handling reflect brand values, and to feed customer insight (complaints, themes, sentiment) into brand and product decisions.
- Own and report on CX-to-retention metrics (e. g. save rate, NPS/CSAT, repeat purchase impact of support interactions), not just service-desk metrics.
- Candidate Profile
Essential
- 5+ years in customer experience/support leadership, including managing a team
- Background in D2C or subscription consumer brands (wellness, health, beauty or similar), with genuine understanding of subscription/cancellation dynamics.
- Hands-on experience with Zendesk (or a comparable platform) and with AI/automation tools used in support (chatbots, workflow automation, macros).
- Experience supporting a marketplace channel (Amazon Seller/Vendor Central) alongside a D2C site.
- A track record of connecting customer service KPIs to retention and revenue outcomes, ideally through direct partnership with marketing / retention teams.
- Strong people leadership: experience hiring, coaching and developing agents, including navigating team transitions with sensitivity.
- Commercially literate: comfortable owning a budget and building ROI-based cases for investment.
Desirable
- Experience in a health, wellness or other quasi-regulated consumer category, with an understanding of safeguarding and escalation protocols for sensitive customer queries.
- Experience scaling a support team through a period of growth (new channels, markets or significant volume increases).
- Direct familiarity with Digital Genius or a comparable conversational AI/CX automation platform.
- Experience building or improving a formal \"voice of customer\" feedback loop into brand and product teams.
- Diversity, Equity, & Inclusion
At Sons, we are committed to fostering a diverse, equitable, and inclusive workplace where every individual is valued and respected.
Our recruitment and selection process is guided by policies that ensure non-discrimination, merit-based promotion, alignment of job descriptions with equal opportunities principles, fair treatment for all applicants, regular review of selection criteria, panel interviewing for objectivity, non-discriminatory interview questions, assistance with application forms as needed, and unbiased selection decisions.
We believe that diversity drives innovation and creativity, and we are dedicated to creating an environment where every employee has equal opportunities for growth and success
What we offer
- 26 days holiday (plus bank holidays throughout the year)
- Salary Sacrifice Pension (includes both employer and employee contributions)
- Flexible working environment (3 days a week in office)
- Work form anywhere policy
- Flexy working hours policy
- Cycle/Bike to Work Scheme
- Private Medical Insurance via Vitality (at discounted rate)
- Free access to Aviva Digicare services
- Free access to ‘Mintago’
- Gym discounts
- Multiple salary sacrifice schemes
- Over 100 retail discount vouchers
- Access to free financial advisor consultations
- Discounts to Sons products for you, your family and friends
- Regular team socials and yearly offsite
Head of Customer Care in London employer: Sons | B Corp™
Sons | B Corp™ is an exceptional employer that values creativity and innovation, offering a dynamic work culture in the heart of Vauxhall, London. With flexible working hours and a commitment to employee well-being, you will have ample opportunities for professional growth while contributing to meaningful projects that promote men's health. Join a passionate team dedicated to making a positive impact through engaging video content.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Care in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sons | B Corp™. 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 Sons | B Corp™ 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 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 Sons | B Corp™:Your cover letter is your chance to shine! Tell us why you want to work at Sons | B Corp™ 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 Sons | B Corp™!
How to prepare for a job interview at Sons | B Corp™
✨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.
