Head of Support & Customer Experience | Growth & Compliance

Marstep; St Asaph; On-site; GBP 40,000 - 55,000; Full time

Job summary

An established online marketplace in St Asaph is seeking an experienced Customer Support Manager/Head of Support to lead its customer support function. The successful candidate will deliver an excellent experience for consumers and service providers while ensuring compliance with UK consumer protection laws. Responsibilities include team leadership, operational excellence, and continuous improvement in customer satisfaction. Strong people management and communication skills are essential, with experience in online marketplaces or e-commerce preferred.

Qualifications

• Experience in an online marketplace, SaaS, or e-commerce environment is essential.
• Proven track record in customer service leadership.
• Understanding of UK consumer protection and fair trading principles is desirable.

Responsibilities

• Lead, coach, and motivate a customer support team.
• Ensure fast and fair resolution of customer issues.
• Manage formal complaints and dispute resolution.
• Support compliance with CMA guidance on online platforms.

Skills

Proven experience in a Customer Support Manager role

Strong people management and coaching skills

Excellent complaint handling and conflict resolution abilities

Strong written and verbal communication skills

Tools

CRM tools

Support tools (e.g. Slack, Aircall)

Job description

An established online marketplace in St Asaph is seeking an experienced Customer Support Manager/Head of Support to lead its customer support function. The successful candidate will deliver an excellent experience for consumers and service providers while ensuring compliance with UK consumer protection laws. Responsibilities include team leadership, operational excellence, and continuous improvement in customer satisfaction. Strong people management and communication skills are essential, with experience in online marketplaces or e-commerce preferred.