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Head of Support Performance

Judge.me Ltd

London

Hybrid

GBP 80,000 - 90,000

Full time

3 days ago

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Job summary

Judge.me is seeking a Head of Support Performance to architect a tech-focused support operation maximizing AI automation. This strategic role will transform customer support into a revenue driver, ensuring exceptional service quality and leveraging performance metrics for continuous optimization. The position offers a salary of £80-90k plus a comprehensive benefits package, within a hybrid working environment in London.

Benefits

30 days holiday + bank holidays

Private health insurance (Vitality)

Brand new Macbook, access to equipment as required

Financial Wellbeing + Salary Sacrifice Pension via Mintago

Work from Anywhere (4 weeks per year)

Casual dress code

Weekly team meals

Quarterly events

Qualifications

Experience in performance-driven leadership in SaaS or e-commerce environments.
Track record of scaling high-performance contractor networks.
Strong understanding of support metrics and performance optimisation.

Responsibilities

Engineer next-generation support systems focused on measurable performance outcomes.
Drive relentless efficiency optimization while maintaining service quality standards.
Implement data-driven QA frameworks with automated monitoring.

Skills

Performance-driven leadership

AI-powered solutions

Technical knowledge of CSS, HTML, JavaScript

Change management

Data-driven problem-solving

Education

Experience in SaaS or e-commerce environments

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Base pay range

Head of Support Performance at Judge.me

Closing the Trust Gap in E-commerce

Location: Hybrid (2 days in Shoreditch office near Old Street, London)

Salary: £80-90k (includes comprehensive benefits package)

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 29k 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 performance-driven Head of Customer Support to architect and optimize a technology-first support operation that directly fuels our growth engine. This role demands a strategic technologist who will maximize AI automation using Intercom's Fin AI while maintaining rigorous performance standards across our contractor network. You'll build systems and processes that transform support from a traditional cost center into our #1 revenue driver in the Shopify ecosystem.

What Makes This Role Special

You'll join at a critical transformation moment, reporting directly to the CEO with full ownership of our support technology stack and contractor performance optimization. This is not a traditional people management role - it's a performance engineering position focused on systems, metrics, and results.

Our app store reviews are our lifeblood - every support interaction is a revenue opportunity. You'll work collaboratively with our Growth team to systematically engineer these touchpoints for maximum 5-star review generation, directly impacting our growth trajectory and market dominance.

As the architect of our support transformation, you'll build technology-driven systems that achieve exponential efficiency gains - leveraging AI and automation to deliver exceptional outcomes while optimizing every performance metric. You'll be empowered to implement cutting-edge approaches that prove "epic customer support isn't a cost center – it's our growth engine.”

Core Responsibilities

Performance & Technology Leadership

Engineer next-generation support systems focused on measurable performance outcomes
Drive relentless efficiency optimization while maintaining uncompromising service quality standards
Implement data-driven QA frameworks with automated monitoring and real-time performance tracking
Establish scalable, technology-first processes that reduce dependency on human intervention
Optimize Shopify App Store review generation through systematic touchpoint engineering
Create and monitor aggressive performance metrics that drive continuous optimization

Technology Optimisation

Drive continuous AI resolution rate improvements through advanced technology implementation including Intercom platform, Fin AI, and other automation solutions. Architect comprehensive knowledge management systems and collaborate with our Support Automation Engineer to build custom integrations that maximize efficiency and minimize manual intervention.

Contractor Performance Management

Maintain rigorous performance standards across our globally distributed contractor network. Implement robust monitoring frameworks with clear metrics, establish contractor specialization tracks, and drive performance-based selection and retention aligned with measurable outcomes.

Shopify App Store Optimization & Growth

Maintain our #1 position in the Shopify ecosystem by optimizing app store review generation through systematic touchpoint engineering. Build infinitely scalable support infrastructure that protects our market leadership without proportional headcount increases while generating actionable customer intelligence for Product teams.

Key Metrics You'll Own

Shopify App Store Reviews: Direct responsibility for driving review volume and quality through optimised support interactions
Support Efficiency Ratios: Workload/contractor performance improvements through technology optimization
Reviews/Agent Ratio: Ownership of this critical metric that ties support performance directly to business growth
AI Resolution Rate: Drive continuous improvement in automated resolution efficiency
Performance Standards Compliance: Contractor network adherence to established quality benchmarks
Cost Per Resolution: Technology-driven efficiency improvements

What You'll Bring

Must-Haves

Demonstrable experience of performance-driven leadership in SaaS or e-commerce environments
Track record of scaling high-performance contractor networks with measurable results
Experience implementing and optimising AI-powered solutions
Strong understanding of support metrics and performance optimisation
Technical knowledge of CSS, HTML, and JavaScript (beginner level accepted)
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 environment
Understanding of API integrations and system connectivity
Understanding of Shopify ecosystem
Background in support transformation or restructuring
Experience with distributed team management

Our Culture: Results-Driven Excellence

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.

Compensation Range: £80K - £90K

Seniority level

Seniority level
Executive

Employment type

Employment type
Full-time

Job function

Job function
Other
Industries
Technology, Information and Internet

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