Regional Lead - Customer Care

Regional Lead – Customer Care EMEA South / MEAi

People Leadership | Customer Experience | Commercial Operations

At Oxford Nanopore, we're looking for a Customer Care Regional Lead (EMEA South/MEAi) to lead our regional Customer Care team and help deliver an exceptional customer experience across the entire customer journey.

This is an exciting opportunity for a customer-focused leader who enjoys developing high-performing teams, driving operational excellence, and building strong cross-functional relationships. You'll play a key role in ensuring our customers receive seamless support from onboarding through to ongoing engagement, while helping shape and improve our customer care strategy.

The Role

As Customer Care Regional Lead, you will lead a team of Customer Care Associates and Specialists, ensuring outstanding service delivery while providing coaching, mentorship, and development opportunities for your team.

You will oversee day-to-day customer care operations, manage escalations, support high-value customer interactions, and collaborate closely with Sales, Technical Support, Logistics, Finance, and Operations to deliver a best-in-class customer experience.

This role combines people leadership, customer advocacy, operational management, and continuous improvement, making it ideal for someone who enjoys both strategic thinking and hands-on leadership.

What You'll Be Doing

Leadership & Team Development

• Lead, coach, and develop a team of Customer Care professionals
• Foster a positive, high-performing, and collaborative team culture
• Conduct performance reviews and support individual development plans
• Act as an escalation point and subject matter expert for complex customer issues

Customer Care Operations

• Oversee daily customer care activities, workload allocation, and case management
• Ensure customer enquiries and order-related issues are resolved accurately and efficiently
• Maintain high standards of responsiveness, quality, and customer satisfaction
• Continuously improve processes relating to order management, returns, RFIs, and account support

Escalation & Customer Support

• Manage complex customer cases and escalations through to resolution
• Partner with internal stakeholders to resolve issues effectively
• Ensure clear and consistent communication with customers and colleagues

Customer Engagement

• Support and nurture relationships with high-value and strategic customers
• Partner with Sales teams to ensure smooth onboarding and ongoing customer success
• Take a proactive approach to identifying customer needs and delivering solutions

Strategy & Continuous Improvement

• Develop and implement customer care initiatives aligned to business objectives
• Monitor key performance indicators, including customer satisfaction and response metrics
• Analyse trends, identify opportunities, and drive process improvements
• Lead initiatives that improve operational efficiency and customer outcomes

Cross-Functional Collaboration

• Work closely with Sales, Technical Support, Logistics, Finance, and Operations teams
• Represent the voice of the customer across the business
• Participate in cross-functional projects and business reviews

What We're Looking For

• Experience leading and developing customer service, customer care, or customer success teams
• Strong people management and coaching capabilities
• Proven experience handling complex customer situations and escalations
• Excellent stakeholder management and cross-functional collaboration skills
• Strong analytical and problem-solving abilities
• Experience using KPIs and data to drive team performance and continuous improvement
• A customer-first mindset with a passion for delivering exceptional service

Why Join Oxford Nanopore?

At Oxford Nanopore, you'll have the opportunity to work in a pioneering organisation at the forefront of scientific innovation. You'll join a collaborative, mission-driven environment where your leadership will directly impact both customer experience and business success.

If you're an experienced customer care leader looking for a role where you can drive meaningful improvements, develop talented teams, and make a real impact, we'd love to hear from you.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.

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