At a Glance
- Tasks: Lead and develop a high-performing customer service team to deliver exceptional client experiences.
- Company: Zendbox, a fast-growing company transforming the fulfilment landscape.
- Benefits: Competitive salary, career development, free food, and paid birthday leave.
- Other info: Join a supportive culture focused on growth and collaboration.
- Why this job: Shape the future of customer experience in an ambitious and innovative environment.
- Qualifications: Proven leadership in customer service with strong tech and communication skills.
The predicted salary is between 36000 - 60000 € per year.
At Zendbox, we are transforming the fulfilment landscape and are seeking a Head of Customer Service to build and develop a high-performing team from the ground up. We’re scaling fast and looking for a Head of Customer Service who can build a world-class operation that sets the standard in our industry. This is a chance to shape the future of our customer experience in a growing, ambitious business.
The Head of Customer Service is responsible for leading a high-performance team and managing both our internal customer service function and outsourced bureau contact centre to deliver exceptional, end to end service for our external clients. This role is pivotal in ensuring seamless communication and support across all client touchpoints from initial contact through to final resolution. Acting as the voice of the customer within the business, they will develop and execute service strategies that drive quality, consistency, and operational efficiency. With a hands-on approach, they will oversee team performance, resource planning, and service delivery standards, while fostering a proactive, client centric culture that underpins long term partnerships and sustainable business growth.
- Design and deliver a high-performing customer service strategy aligned with business goals.
- Liaise with external clients, implementing a solution where we can sell our contact centre services to existing customers
- Build, recruit, and scale a high-performing team with clear objectives and KPIs. Leading and inspiring the team to create a proactive, customer-first culture.
- Drive customer satisfaction and retention by continuously improving service levels.
- Establish and oversee SLA adherence, ensuring efficient and timely resolution of customer queries.
- Partner with Sales, Operations, and Tech to elevate and resolve complex customer issues.
- Own the customer feedback loop—tracking sentiment, complaints, and opportunities for product or process improvements.
- Drive continuous improvement by analysing support ticket trends and root causes, and present findings and actions in leadership meetings.
- Maintain and optimise customer service systems, tools, and processes (e.g. ticketing, CRM, FAQs).
- Support onboarding of major clients by ensuring smooth handover to the service team
- Represent the voice of the customer in leadership discussions, ensuring their needs shape business decisions.
- Technology and systems review using AI and best-in-class software to improve customer experience, reduce the number of contacts, and make dealing with us frictionless.
Key Deliverables
- Implementing a solution where we can sell our contact centre services to existing customers
- Create and maintain a world-class customer service operation.
- Ensure all customer service KPIs are met or exceeded.
- Develop talent within the team to foster growth and accountability.
- Improve resolution times and customer satisfaction scores across channels.
- Drive inter-departmental alignment around customer needs.
Skills and Experience Required:
- Proven leadership experience in a customer centric organization and the ability to lead and scale high-performing service team
- Strong understanding of customer service technology (e.g. ticketing systems, CRMs).
- Data-driven mindset with the ability to extract insights and act on them.
- Excellent communication, negotiation, and stakeholder management skills.
- Proactive, hands-on leader with a ‘can-do’ attitude.
- Scale up experience and experience of working with small teams essential
- Minimum 5 years in customer service roles, including 2+ years in management or strategic role.
- Ability to thrive in a fast-paced, high-growth environment.
- Strong planning, organisational, and prioritisation skills.
- Competitive salary between £50,000 – £60,000 per annum
- Career development opportunities and ongoing training
- On-site parking
- Supportive and collaborative work culture
- Paid Birthday leave
- Free food and drinks
Head of Customer Service employer: zendbox
At Zendbox, we pride ourselves on being an exceptional employer that fosters a supportive and collaborative work culture, perfect for those looking to make a meaningful impact in the customer service landscape. With competitive salaries, career development opportunities, and unique perks like paid birthday leave and free food, we empower our employees to thrive in a fast-paced, high-growth environment while building a world-class customer service operation. Join us in shaping the future of customer experience in a dynamic and ambitious business.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Service
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer service approach and think about how you can contribute to building that world-class operation they’re after.
✨Tip Number 3
Showcase your leadership skills during interviews. Share specific examples of how you've built and developed high-performing teams in the past. This is your chance to shine and demonstrate your proactive, customer-first attitude!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are genuinely interested in joining our team.
We think you need these skills to ace Head of Customer Service
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the job description. Highlight your leadership experience and customer service skills, showing how you've built high-performing teams in the past. We want to see how you can bring that magic to Zendbox!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer service and how you plan to shape the future of our customer experience. Be genuine and let your personality come through!
Showcase Your Achievements:Don’t just list your responsibilities; show us what you've achieved! Use numbers and examples to demonstrate how you've improved customer satisfaction or driven operational efficiency in previous roles. We love data-driven insights!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team at Zendbox!
How to prepare for a job interview at zendbox
✨Know Your Customer Service Metrics
Before the interview, brush up on key customer service metrics like NPS, CSAT, and SLA. Being able to discuss these metrics and how you've used them to drive improvements in previous roles will show that you understand what it takes to build a high-performing team.
✨Showcase Your Leadership Style
Prepare to talk about your leadership approach and how you've successfully built and scaled teams in the past. Use specific examples to illustrate how you've fostered a proactive, customer-first culture and driven team performance.
✨Demonstrate Your Data-Driven Mindset
Be ready to discuss how you've used data to inform your decisions in customer service. Share examples of how you've analysed support ticket trends or customer feedback to implement changes that improved service levels.
✨Align with Their Vision
Research Zendbox's mission and values, and think about how your experience aligns with their goals. Be prepared to articulate how you can contribute to their vision of transforming the fulfilment landscape and enhancing customer experience.
