Head of Customer Support DTCEssex Permanent | Full-Time55 - 60k DOE We are hiring a visionary Head of Customer Support to elevate our client's customer service and operational efficiencies in their fast-growing direct-to-consumer (D2C) business. If you're passionate about delivering an exceptional brand experience, meeting marketplace SLAs, and having demonstrable experience supporting warehouse operations to improve efficiency, you will love this role & how it will progress!!The RoleAs the Head of Customer Support, you will be supported to build a personable, high-performing customer success function, drive process efficiencies, and create a seamless experience across platforms such as Amazon, eBay, TikTok, and proprietary D2C channels. You will lead the implementation of strategic automation tools, optimise warehouse workflows, and embed weekend shift patterns to ensure customer satisfaction 7 days a week.Key ResponsibilitiesDesign and implement a customer-first strategy that ensures operational excellence across all channels.Integrate automation tools and systems to streamline ticket resolution, SLA adherence, and order tracking.Establish and maintain high-quality SLAs across marketplaces, ensuring quick and effective resolution of customer issues.Work with the Head of Operations to implement efficiency gains, reduce bottlenecks, and enhance delivery speed.Implement shift patterns to extend customer support into weekends, maintaining high service standards across all days.Marketplace & Channel ExpertiseManage and optimise customer service operations for platforms like Amazon, eBay, TikTok, and other marketplaces.Resolve marketplace-related SLA issues, ensuring compliance with platform guidelines and exceeding customer expectations.Leadership & Team DevelopmentBuild, lead, and mentor a high-performing customer success team, fostering a culture of accountability and excellence.Develop robust training programs to empower your team to exceed customer expectations.Champion a data-driven approach to measure team performance and ensure continuous improvement.Skills & Experience RequiredProven leadership experience in customer success or customer service only in a D2C environment.Expertise in implementing automation, ticketing systems, and process efficiencies to drive customer satisfaction.Strong knowledge of SLA resolutions and platform compliance for Amazon, eBay, TikTok, and similar channels.Experience optimising warehouse operations, including automating workflows and improving delivery timelines.Demonstrated ability to manage and embed shift patterns to ensure 24/7 or weekend customer support coverage.Are you looking for autonomy, development and to make a difference to our clients global success? Then contact Samantha Chambers or Sarah Palmer to apply now. Shortlisting is underway don't miss this opportunity to shape the future of customer success.#HeadOfCustomerSuccess #DTCJobs #CustomerSuccessLeader #Customerexperience #Customersupport #Customerservicejobs #Marketplaces #EssexJobs
Job Title
Head of Customer Support