Head of Customer Happiness

Customer Happiness · Yoto HQ – UK · Hybrid

Head of Customer Happiness

We’re looking for a Head of Customer Happiness to lead and inspire an outstanding team of specialists, helping families at the heart of Yoto.

About Yoto

Yoto is a screen-free interactive audio platform for kids. We make carefully connected audio players that kids control, with no microphones, cameras or ads. We have a catalogue of audio that inspires creative play and learning with 1,000+ titles in our card store from top creators, publishers and labels – think Disney, Marvel, Roald Dahl and Universal Music. We also create Yoto Originals.

We’re on a mission to be the soundtrack of childhood, and help families on their own unique adventures. By creating products that inspire independent play, we help families discover and grow with an inspiring world of audio – and we would like you to help us achieve it!

Yoto’s Customer Happiness Team

Our growing team of customer happiness specialists, based in the UK, US and APAC are at the very centre of Yoto life, collaborating across every team and helping families via multiple channels such as email, live chat, social media and voice calls. This new role will report to the Chief Operating Officer, and lead and grow our team of Customer Happiness specialists and trusted partners, supported by our senior Customer Happiness Operations Manager.

What you’ll be doing:

• Define and drive Yoto’s customer happiness strategy, providing a best in class experience that makes every interaction seamless, fun, and keeps families engaged.
• Lead, mentor, and develop a high performing internal customer happiness team of ten across multiple time zones, fostering a culture of collaboration, innovation, and continuous learning.
• Oversee third party and internal workforce management and resource allocation to ensure optimal coverage and efficiency, balancing service levels with cost-effectiveness.
• Shape and scale Yoto’s customer happiness function at speed, identifying skill and policy gaps, structuring the team for success and global resilience.
• Be the voice of our Yoto families. Foster strong cross-functional relationships, ensuring seamless collaboration between tech, operations, quality, marketing, community and legal teams.
• Lead from the front by actively engaging with customers when necessary, handling complex escalations with professionalism and empathy while setting a high standard for the team.
• Design strategy for new tooling, technologies and work closely with our senior Customer Happiness operations manager to implement, and manage our third party vendor relationships to create an exceptional customer experience.
• Crystallise, communicate and leverage customer insights and data analytics. Identify trends, pain points, and opportunities to enhance customer experience.
• Design and implement customer success through personalised engagement and value-driven support.

What you’ll bring:

• Experience leading a customer service function and managing a hybrid international team of customer specialists and third party providers.
• Strong leadership and people management skills with a track record of developing and motivating high-performing teams.
• Exceptional communication and stakeholder management skills, with the ability to influence at all levels.
• Strategic data-led thinking, with the ability to report, interpret and leverage data insights to improve service quality and business performance.
• Proven experience implementing next generation customer service technologies, including AI and automation tools, to enhance efficiency and scalability.
• Expertise managing high-stakes customer issues with professionalism and strategic problem-solving.
• A high degree of positivity, proactivity, ownership and integrity, with a low ego, 10x learning mentality and sense of fun.
• Experience managing change and ambiguity, scaling a customer focused function in a high growth environment.
• Ability to think big picture, with an open mindset excited by the opportunity to continuously develop and improve the way we operate.

Bonus points for:

• Additional languages, and/or international experience.
• Experience working with connected physical devices, edtech or content industries.
• Trust, safety and moderation experience.

Salary: £70,000 – £85,000 based on experience.

What you can expect from Yoto:

• Flexibility: Hybrid working with a choice based approach – we would love you to come into the office as much as possible, with a minimum of once or twice a month, ideally once a week.
• Financial: Generous share option programme. Receive Income Protection, covering long term sickness for up to 2 years and company sick pay that increases with length of service.
• Health & Wellness: Private Medical Insurance via Aviva, or a Wellbeing Allowance to be used for memberships, subscriptions, treatment or therapy.
• Time Off: 25 days of holiday per year, plus bank holidays. On top of this, you also receive your birthday off and extra days for years of service.
• Helping Families: Variety of family-friendly leave, including enhanced maternity, paternity, adoption, fertility, pregnancy loss and carers leave.
• People & Planet: Up to 2 volunteer days a year.
• Fun Perks: You receive your very own Yoto player and starter pack of cards!

Equity and Diversity

At Yoto, we love creating a world where childhood is rich with discovery and joy. We’re also passionate about building a workplace where everyone can thrive. We value flexibility and give our team the freedom to balance life and work in ways that suit them.

We\’re committed to fostering a safe, diverse, and inclusive environment where all individuals feel valued and supported.

We invite candidates from all walks of life to explore opportunities with us and join a company that champions flexibility, equity, and inclusion.

Please only apply or engage with Yoto jobs posted on our careers page.

Department

Customer Happiness

Locations

Yoto HQ – UK

Remote status

Hybrid

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