Head of Customer Support

TN United Kingdom; London; Hybrid; GBP 80,000 - 90,000; Full time

Job summary

A leading company in e-commerce is seeking a Head of Customer Support to transform their support operations using cutting-edge AI technology. This role involves strategic leadership, team management, and the implementation of innovative solutions to enhance customer experience and drive growth. The successful candidate will report directly to the CEO and play a crucial role in shaping the future of customer support.

Benefits

30 days holiday + bank holidays

Private health insurance (Vitality)

Brand new MacBook and equipment

Financial Wellbeing + Salary Sacrifice Pension via Mintago

Work from Anywhere (4 weeks/year)

Weekly team meals

Quarterly events

Perks at Work

Qualifications

• 5+ years of customer support leadership experience, preferably in SaaS or e-commerce.
• Experience with AI-powered support solutions.
• Proven success in scaling support teams.

Responsibilities

• Lead the customer support transformation and optimize service quality.
• Implement a comprehensive QA framework for consistent excellence.
• Drive Intercom platform optimization to achieve high resolution rates.

Skills

Customer support leadership

Data-driven decision-making

Excellent communication

Change management

Technical knowledge of CSS, HTML, JavaScript

Tools

Intercom

Job description

Job Role: Head of Customer Support

Location: Shoreditch (Hybrid - Tue & Thu Office Days)

Salary Bracket: £80-90k

Company: Judge.me

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: Over 42k five-star reviews from merchants who rely on us daily
• Global Scale: More than 500k shops across 140+ countries
• Massive Reach: Over 70 million orders processed monthly, with 2 million+ verified buyer reviews
• Organic Growth: 40% year-over-year growth through word of mouth—no paid marketing or sales teams

The Opportunity

We're seeking a Head of Customer Support to lead our support transformation, building a technology-enabled customer service operation that drives our mission forward. You will spearhead AI-powered support optimization using Intercom's Fin AI, maintaining exceptional service quality, and transforming our support into a strategic growth engine to solidify 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 and reporting directly to the CEO.
• This role offers a unique opportunity to shape the future of customer experience with cutting-edge AI technology.
• Support interactions directly impact our app store reviews, influencing growth and market position.
• Build systems to do more with less, leveraging technology to create exceptional customer experiences and operational efficiency.

Core Responsibilities

Strategic Support Leadership

• Build and improve the Customer Support team, enhancing efficiency and service quality
• Implement a comprehensive QA framework for consistent excellence
• Establish scalable processes and knowledge management systems
• Collaborate with other teams to optimise Shopify App Store reviews
• Create and monitor performance metrics for continuous improvement

Technology Optimisation

• Drive Intercom platform and Fin AI optimisation to achieve 60-65% resolution rate
• Work with Support Automation Engineer on technical integrations and custom solutions
• Develop knowledge bases for consistent information across platforms
• Use data analytics to guide decisions and measure success

Team Management & Development

• Lead a distributed support team through transformation
• Implement performance management frameworks
• Create specialised roles based on skills to enhance support quality
• Develop training programs for AI collaboration and troubleshooting
• Cultivate a culture of continuous improvement and quality assurance

Business Impact

• Transform support into a strategic business driver
• Increase Shopify App Store reviews through support interactions
• Create scalable infrastructure supporting growth without increasing headcount
• Use data to improve customer outcomes and team efficiency
• Partner with Product teams for customer insights

What You’ll Bring

Must-Haves

• 5+ years of customer support leadership, preferably in SaaS or e-commerce
• Experience with Intercom platform (Fin AI a bonus)
• Proven success in scaling support teams
• Experience with AI-powered support solutions
• Strong understanding of support metrics and performance optimization
• Technical knowledge of CSS, HTML, JavaScript (beginner level acceptable)
• Knowledge base management experience
• Excellent communication and change management skills
• Data-driven decision-making approach

Nice-to-Haves

• E-commerce support environment experience
• API integrations and system connectivity knowledge
• Understanding of Shopify ecosystem
• Background in support transformation
• Experience managing distributed teams

Our Culture: Results-Driven Excellence

We reward exceptional performance and aim to achieve more with existing resources. We value time highly, establishing short feedback loops and breaking initiatives into small, valuable units. Our diverse team fosters active knowledge sharing, and we focus on sustainable high performance through improved 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 and equipment
• 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/year)

Team Life

• Weekly team meals
• Quarterly events
• Perks at Work

Join Us in Building the Future of Trust in Commerce

Work on impactful problems, grow with a team that values excellence and balance, and help close the Trust Gap to unlock new possibilities for global commerce.