Head of Customer Support

Judge.me; London; Hybrid; GBP 80,000 - 90,000; Full time

Job description

Salary Bracket: £80-90k

Our Mission: Fixing Trust in Commerce

For a decade, we've been on a mission to close the Trust Gap—commerce's most expensive problem. In a world where distance and digital interfaces separate buyers and sellers, we're building the definitive trust infrastructure that enables global trade to flourish.

We recognize that trust is not binary but a spectrum, and our work continually expands the boundaries of commerce itself. Each improvement we make enables transactions that previously wouldn't have happened, revealing new frontiers where trust can be further enhanced.

Our Impact Today

We've grown from an idea into the dominant force for trust in e-commerce:

• Shopify's #1 Review Solution: We've earned over 42k five-star reviews from merchants who rely on us daily
• Global Scale: More than 500k shops across 140+ countries use our platform
• Massive Reach: We process over 70 million orders monthly, generating 2 million+ verified buyer reviews
• Organic Growth: We've achieved 40% year-over-year growth purely through word of mouth—no paid marketing or sales teams needed

The Opportunity

We're seeking a Head of Customer Support to lead our support transformation and build a technology-enabled customer service operation that drives our mission forward. This role will spearhead the optimisation of AI-powered support using Intercom's Fin AI while maintaining exceptional service quality. You will transform our support function to a next-gen strategic growth engine that strengthens our position as the #1 app in the Shopify ecosystem.

What Makes This Role Special

• Join at a critical transformation moment leading our customer support operations reporting directly to the CEO, shaping the future of our customer experience while working with cutting-edge AI technology.
• Our app store reviews are our lifeblood - every support interaction is an opportunity to generate another 5-star review. Collaborate with Marketing to systematically optimise these touchpoints, directly impacting our growth and market position.
• As the driver of our support transformation, build systems that enable us to do more with less - leveraging technology to create exceptional customer experiences while optimising operational efficiency. Implement innovative approaches that align with our belief that "epic customer support isn't a cost center – it's our growth engine.”

Core Responsibilities

Strategic Support Leadership

• Build the next generation of Customer Support teams!
• Continually improve efficiency AND service quality.
• Implement a comprehensive QA framework to ensure consistent service excellence.
• Establish scalable processes and knowledge management systems.
• Work closely with other teams to optimise Shopify App Store reviews.
• Create and monitor performance metrics that drive continuous improvement.

Technology Optimisation

• Drive Intercom platform and Fin AI optimisation to achieve a 60-65% resolution rate.
• Work closely with your Support Automation Engineer to identify and implement technical integrations between support systems and internal platforms, creating custom solutions that enhance efficiency and effectiveness.
• Develop our external and internal knowledge bases to create consistent information across customer-facing and AI-consumed content.
• Leverage data analytics to guide decision-making and measure transformation success.

Team Management & Development

• Lead a globally distributed support team through significant transformation.
• Identify opportunities to create specialised roles based on skill sets that 10x support.
• Develop training programs for AI collaboration and technical troubleshooting.
• Foster a culture of continuous improvement and excellence.
• Establish robust quality assurance frameworks.

Business Impact

• Transform support into a next generation strategic business driver.
• Increase Shopify App Store reviews through optimised support interactions.
• Create scalable support infrastructure that can support business growth without the need to continually increase headcount.
• Implement data-driven decisions that demonstrably improve customer outcomes and team efficiency.
• Partner with Product teams to provide customer insights for product development.

What You'll Bring

Must-Haves

• 5+ years of customer support leadership experience, preferably in SaaS or e-commerce.
• Proven experience with Intercom platform (Fin AI implementation a bonus).
• Track record of successfully scaling high-performance support teams.
• Experience implementing and optimising AI-powered support solutions.
• Strong understanding of support metrics and performance optimisation.
• Experience with knowledge base management and optimisation.
• Strong communication and change management skills.
• Data-driven approach to problem-solving and decision-making.

Nice-to-Haves

• Experience in e-commerce support environment.
• Understanding of API integrations and system connectivity.
• Understanding of Shopify ecosystem.
• Background in support transformation or restructuring.
• Experience with distributed team management.

We reward exceptional performance and are building a team that consistently pushes for better results. Success here means finding innovative ways to achieve more with our existing resources. We value time above all else—it's our scarcest resource. We budget time more strictly than money, establishing short feedback loops and breaking initiatives into their smallest units of value.

Our international team brings diverse perspectives to every challenge. We believe in lifting each other up through active knowledge sharing because our collective strength determines our success. We combine ambitious goals with pragmatic execution, creating sustainable high performance through better processes, not longer hours.

Your Package

The Essentials

• £80-90k DOE + Monthly Performance Bonus.
• 30 days holiday + bank holidays.
• Private health insurance (Vitality).
• Brand new Macbook, access to equipment as required.
• Financial Wellbeing + Salary Sacrifice Pension via Mintago.

Flexible Working

• Hybrid setup: 2 office days (Tues/Thurs), 3 remote.
• Modern Shoreditch office near Old Street.
• No overtime culture.
• Casual dress code.
• Work from Anywhere (4 weeks per year).

Team Life

• Weekly team meals.
• Quarterly events.
• Perks at Work Account.

Join Us in Building the Future of Trust in Commerce

Work on problems that impact millions while growing with a team that values both excellence and balance. Together, we'll close the Trust Gap and unlock new possibilities for global commerce.