Head of Customer Support

Sudale Search & Select; England; Remote; GBP 40,000 - 60,000; Full time

Job summary

A leading travel and leisure brand is seeking a Head of Customer Support to lead a growing customer operation. This role involves managing a remote team, overseeing support channels, and driving customer service improvements in a dynamic environment. The position offers a flexible working culture, competitive benefits, and the opportunity to shape customer experiences in a mission-driven company.

Benefits

25 days’ holiday + bank holidays

Matched pension (up to 4%)

Private healthcare

Exclusive discounts and perks

Remote office equipment allowance

Enhanced parental leave

Employee assistance programme

Company away days

Flexible working environment

Qualifications

• Experience managing a B2C customer operation in a hands-on environment.
• Proficient in using data to drive improvements.
• Confidence in deploying technology and automation for better outcomes.

Responsibilities

• Lead and develop a customer service operation, including recruitment and performance reviews.
• Oversee support channels and manage escalations.
• Deliver key customer service projects and improve internal efficiencies.

Skills

Analytical Skills

Customer Service Management

Process Improvement

Technology Deployment

Job description

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Sudale Search & Select provided pay range

This range is provided by Sudale Search & Select. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

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Inclusive Hiring For CX Leadership Roles | Champion for People not KPIs | Flexible Working Advocate| Proud Mum of 2

• Lead a growing, multi-channel customer operation in a high-growth travel business

A rare opportunity has arisen within a thriving travel and leisure brand due to ongoing growth and internal progression. The business continues to evolve and expand, driven by consumer demand for more affordable, wellness-focused, and sustainable holiday options, accelerated by the cost-of-living crisis, increased pet ownership, and a renewed appreciation for the great outdoors.

The Head of Customer Support will join an innovative, agile organisation that thrives on collaboration and cross-functional creativity. With a fully remote team across the UK and partners globally, the culture is built on trust, flexibility, and the belief that the best ideas can come from people, with frontline staff delivering some of the best ideas! This is a business where employees genuinely shape the customer experience and the product.

The Head of Customer Support will:

• Lead and develop a small, but perfectly formed customer service operation, both in-house and outsourced, including recruitment, onboarding, rota planning, and performance reviews
• Oversee all support channels (email, phone, chat, social), managing escalations and ensuring service KPIs are consistently met
• Deliver key customer service projects including peak season readiness, AI tech adoption, and CSAT analysis
• Work cross-functionally to turn customer feedback into product improvements and internal efficiencies
• Tackle complex escalations hands-on, especially technical or emotive booking issues, and continuously look for process enhancements

The Head of Customer Support will:

• Show confidence in deploying technology and automation for better customer outcomes
• Demonstrate strong analytical skills, using data to drive improvement
• Be unflappable in high-pressure, high-volume environments
• Have managed a B2C Customer Operation, in a really hands-on environment. Resource planning? Training? Process improvement? All you, so a role your sleeves-up mentality is key!
• Ideally have managed both in-house and outsourced customer operations.

What’s on Offer?

The Head of Customer Support will receive...

• 25 days’ holiday + bank holidays (pro-rated for part-time)
• Matched pension (up to 4%), private healthcare, life and critical illness cover
• Exclusive discounts, gym memberships, retailers, hotels, cinema, and more
• Travel booking perks across 70+ countries
• Remote office equipment allowance + cycle-to-work scheme
• Enhanced parental leave
• Support via employee assistance programme
• Company away days and regular remote team building
• The chance to genuinely shape customer experience in a growing, mission-driven company
• A flexible, remote working environment that supports work-life balance and individual productivity.
• Join a company that values creativity and encourages employees to bring forward innovative ideas and improvements.
• Engage in a stimulating work environment where your efforts contribute directly to the company’s growth and success in a vibrant sector of the travel industry

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service

Industries

• Travel Arrangements and Retail

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