Head of Customer Service

JR United Kingdom; Bristol; On-site; GBP 35,000 - 65,000; Full time

Job summary

Join a forward-thinking company at the forefront of the micromobility revolution as the Head of Customer Service. This dynamic role involves leading a passionate team, optimizing customer service operations, and ensuring exceptional customer experiences across multiple channels. You will leverage innovative technology to enhance efficiency while maintaining a personal touch. If you thrive in a fast-paced environment and are eager to make a real impact, this is your chance to accelerate your career in a mission-driven business focused on sustainability and urban mobility.

Benefits

Flexible Working

25 Days Holiday Plus Bank Holidays

Paid Learning Days

Life Assurance

Employee Assistance Program

Remote GP Services

Employee Discounts

Lifestyle Benefits

Qualifications

• Proven experience in customer service leadership in a fast-paced environment.
• Skilled in using customer service platforms and data-driven decision making.

Responsibilities

• Oversee customer service operations and manage a team of agents.
• Monitor customer feedback and improve service processes.

Skills

Customer Service Leadership

Team Management

Data Analysis

Customer Experience Optimization

Communication Skills

Education

Experience in Customer Service

Management Experience

Tools

Intercom

Job description

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We are a fast-growing, forward-thinking business at the forefront of the micromobility revolution. Through cutting-edge technology and sustainable transport solutions, we are reshaping urban mobility and making cities more accessible and environmentally friendly.

At the heart of our success is our unwavering focus on the customer — and we are looking for a talented Head of Customer Service who is passionate about creating outstanding customer experiences to join us on this journey.

About the Role

We are seeking a dynamic, motivated Head of Customer Service to take ownership of our customer service operations and lead a growing team of frontline specialists. This is an exciting opportunity for someone who thrives in a fast-paced environment, enjoys building high-performing teams, and has a genuine passion for delivering best-in-class service.

Reporting directly to the Head of Customer Experience, you will oversee the day-to-day management of all customer interactions across multiple channels, ensuring that our customers receive timely, high-quality support that reflects our brand values. You will be responsible for managing a team of around ten customer service agents, setting clear standards for performance and customer satisfaction, and driving a culture of continuous improvement.

You will also play a crucial role in optimising our processes to support scalability and efficiency. Leveraging tools such as Intercom, you will help to automate key parts of the customer journey, making it easier for customers to access the support they need while improving cost-effectiveness across the department.

A key part of your role will be to ensure that customer feedback and insights are consistently gathered, analysed, and shared with the wider business. You will monitor and report on customer trends, emerging issues, and opportunities for service improvements, helping to ensure that the voice of the customer is embedded in everything we do.

In addition, you will be responsible for managing our online reputation across platforms such as Trustpilot, Google Reviews, and app stores, ensuring that we respond to feedback proactively and protect our brand’s standing in the market. You will handle escalated complaints, including those raised at director level, with professionalism, urgency, and tact, ensuring that complex issues are resolved efficiently and customers feel heard and valued.

This role offers a unique opportunity to combine hands-on leadership with strategic input, and would suit someone who is looking to accelerate their career in customer operations within a growing, mission-driven business.

About You

You will bring proven experience in a customer service leadership or senior supervisory role, ideally gained in a fast-paced, high-growth consumer-facing environment. You will be comfortable managing and motivating a team, setting clear goals, and leading by example to ensure high standards of performance and professionalism.

You should have practical experience working with customer service platforms such as Intercom and will understand how to use automation and technology to drive efficiency without compromising the human touch that excellent customer service demands.

You will be passionate about delivering exceptional customer experiences and will be highly skilled at identifying customer needs, analysing feedback, and implementing improvements. Your approach will be data-driven and insight-led, enabling you to prioritise effectively and present clear, actionable recommendations to the wider business.

As a leader, you will be proactive, self-driven, and focused on results, with a strong sense of accountability. You will be comfortable operating independently, taking ownership of your area, and driving initiatives forward with minimal supervision. You will also be an excellent communicator, capable of handling escalations with sensitivity and professionalism, and collaborating effectively across departments.

You should be looking for a role where you can grow and develop, taking on more responsibility over time as the business scales. A background in managing online review platforms and a strong understanding of customer satisfaction metrics such as CSAT and NPS would be highly advantageous.

Why Join Us?

• Be part of a passionate team making a real difference for the planet.
• Work-life balance: Flexible working & 25 days of holiday plus bank holidays, with the option to buy more.
• Personal growth: Ongoing development opportunities, including two paid learning days per year.
• Wellbeing support: Life assurance, an Employee Assistance Program, and access to remote GP services.
• Exclusive perks: Generous employee discounts on our products, plus a range of lifestyle benefits.