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Location: Hybrid (2 days in Shoreditch office near Old Street, London)
Salary: £80-90k (includes comprehensive benefits package)

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.

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

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.

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.”

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.

• 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
  

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
  

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.

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
  

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.