Head of Customer Support

Acre; London; On-site; GBP 50,000 - 90,000; Full time

Job summary

An innovative fintech start-up is seeking a dynamic Head of Customer Support to lead their Core Customer Success team. This role offers the opportunity to shape the customer journey in the mortgage market, ensuring exceptional service and satisfaction. As a leader in a fast-paced environment, you will manage and mentor a talented team, develop strategies for successful product adoption, and advocate for customer needs within the organization. Join a passionate team that values collaboration and innovation, making a significant impact in a rapidly evolving industry. If you thrive on challenges and are driven to make a difference, this is the perfect opportunity for you.

Benefits

Private healthcare

Pension contribution

Cycle to work scheme

Monthly social events

Vibrant office in Shoreditch

Qualifications

• Proven experience in leading Customer Success teams and driving operational excellence.
• Strong client-facing skills and ability to build relationships with stakeholders.

Responsibilities

• Lead and grow the Customer Success team, ensuring high performance and satisfaction.
• Drive customer education and optimize interaction processes for success.

Skills

Customer Success Management

People Management

Problem-Solving

Data Analysis

Interpersonal Communication

Strategic Thinking

Education

Bachelor's Degree

Relevant Certifications

Tools

Customer Relationship Management (CRM) Software

Productivity Tools

Job description

Acre is rebuilding the UK’s £1.4 trillion mortgage market from the ground up, with a completely new, end-to-end management system for mortgages.

Our platform cuts out the unnecessary admin, pain, and friction from buying a home. We're covering the entire journey, from figuring out what you can borrow to getting your keys. We're guided both by the voice of real homebuyers and by our close relationships with brokers, lenders, and insurers.

After a record-breaking 2023 with a 400% year-on-year increase in mortgage volume, we have continued our momentum by doubling our market share in 2024. To sustain this growth and ensure top-tier customer experiences, we’re seeking a Head of Customer Support to lead our Core Customer Success function and drive the successful adoption of our product.

The Role

As Head of Customer Support, you will take ownership of Acre’s Core Success team that encompasses training, support and content. You will lead and scale the team, ensuring they deliver exceptional service and contribute to our customers' satisfaction, ensuring a successful and longstanding adoption of our platform.

This role is perfect for a seasoned Customer Success leader who thrives in a dynamic, fast-paced environment and has a passion for people management and customer excellence.

Key Responsibilities:

1. Lead, manage and grow the Customer Success team providing guidance, mentorship, and professional development to ensure high performance and continuous growth.
2. Develop and implement strategies in partnership with the Onboarding and Activation team to ensure a successful adoption of Acre, aligning the team’s efforts with overall client goals.
3. Oversee the delivery of best-in-class day-to-day customer support, ensuring an extremely high level of customer satisfaction.
4. Drive customer education and continuous enablement to maximise customer success and minimise reactive customer support.
5. Consistently improve and optimise customer interaction processes and output through the use of automation, continual refinement and other productivity tools.
6. Act as the bridge between customers and internal teams, working closely with Product and Engineering to advocate for customer needs and contribute to the platform's evolution.
7. Build strong, consultative relationships with the relevant stakeholders in client organisations, acting as a trusted advisor and ensuring alignment with their business objectives.
8. Ensure best-in-class retention, in partnership with the Account Management team, by identifying potential risks, proactively addressing challenges, and providing ongoing guidance to clients on optimising their use of Acre’s platform.

About You:

1. Experience in a senior Customer Success or Client Relationship role, with a strong track record in leading Customer Success teams.
2. Demonstrated experience in managing and growing Customer Success teams, driving both operational excellence and professional development.
3. Strong client-facing skills with the ability to build relationships with stakeholders at all levels.
4. Excellent problem-solving abilities, with a proactive approach to addressing customer challenges and risks.
5. Data-driven mindset, with experience in tracking and reporting on KPIs and metrics.
6. Exceptional interpersonal and communication skills, with a collaborative leadership style that motivates and inspires teams.
7. A strategic thinker with the ability to balance big-picture goals with hands-on execution in a fast-paced, start-up environment.
8. Passionate about innovation, technology, and reshaping the mortgage market.

What We Offer:

1. Chance to make an impact within a fully funded, early-stage Fintech start-up in a unique position to make a difference to the mortgage market.
2. Competitive salary.
3. Private healthcare, a cash plan, pension contribution.
4. Cycle to work scheme.
5. Vibrant office in Shoreditch with monthly social events.
6. See our careers page for more of what we offer.

We’re looking for people that will get stuck in and make a difference. We have a great collaborative, entrepreneurial team that are passionate about what they do. If you want to join a team that is tackling a big problem space, then we’d love to hear from you.

We’re eager to receive applications from all backgrounds, including from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds. If there’s anything we can do to accommodate your specific situation, please let us know.