Head of Customer Service

Rolmundo SIA; Glasgow; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading travel company in Scotland is seeking a Head of Customer Service to lead a global team and enhance customer experience. This role requires extensive experience in managing large, multilingual service teams and a proven track record in scaling operations. The ideal candidate will be strategic, analytical, and comfortable with innovative CRM technologies. The position offers the opportunity to shape a world-class customer service function across multiple regions.

Qualifications

• Experience leading large, multilingual service teams.
• Proven success scaling in fast-growth, digital, or travel businesses.
• Hands-on experience with CRM platforms (Zendesk, HubSpot) and automation.

Responsibilities

• Define and deliver the global Customer Service strategy.
• Lead transformation across UK, US & Germany.
• Drive customer retention, satisfaction, and review scores.

Skills

Leadership

Analytical Skills

Multilingual Communication

Customer Relationship Management

Change Management

Tools

Zendesk

HubSpot

Job description

A fast-growing, purpose-led travel company on a mission to deliver unforgettable holidays across the globe. With over 30,000 customers a year and teams in the UK, US, and Germany, our client recently became a certified B Corp, a major step in their journey toward sustainable, values-driven growth.

They are now hiring a Head of Customer Service to lead a global team (20+), shape a future-ready, insight-driven service function, and scale a world-class customer experience.

What You'll Do

• Define and deliver the global Customer Service strategy
• Lead transformation across UK, US & Germany
• Drive customer retention, satisfaction, and review scores
• Implement CRM, AI, and automation tools to improve efficiency
• Build and support a scalable, high-performing team
• Launch a follow-the-sun global service model
• Embed data, KPIs, and continuous improvement

What You'll Bring

• Experience leading large, multilingual service teams
• Proven success scaling in fast-growth, digital, or travel businesses
• Hands-on experience with CRM platforms (Zendesk, HubSpot) and automation
• Strategic thinker with strong analytical skills
• Empathetic, action-oriented, and comfortable with change

Bonus If You Have

• Travel or adventure sector experience preferred, but open to leisure or e-commerce sectors
• Worked across UK, US, and EU markets
• Lean Six Sigma, CX, or relevant qualifications

Apply now or drop me a message to chat.