*hiring on behalf of our client
Title: VP of Customer Support
Time: Full-Time (UK hours)
Location: Remote
Compensation: R1,080,000 (£50,000/y)
The Company
Our client is an innovative platform that empowers creators and brands to build, launch, and scale their own digital products, apps, and physical brands. They provide the complete infrastructure, from development to marketing strategy, helping global creators turn their audiences into highly profitable businesses.
Role Overview
Customer Support sits at the centre of conversion, retention, brand trust and creator confidence across every brand in the portfolio. We are looking for a Head of Customer Support to lead a high-performing CS function across the full portfolio. This is a strategic and hands-on leadership role: you will own SLA performance and team management across every brand, drive automation and AI-led resolution in partnership with tech and product, and reposition Customer Support from a cost centre into a recognised retention and brand sentiment driver.
Key Responsibilities
Team Leadership & People Management
- Own and lead the Customer Support department across all brands, managing a Lead and team of six agents.
- Set clear team OKRs and hold the department accountable to them, resetting targets each cycle as the portfolio evolves.
- Lead hiring, onboarding and capacity planning for the CS team, including resourcing ahead of peak periods.
- Run regular touchpoints, training and performance management to raise agent quality, resolution time and synergy with each brand.
Portfolio SLA & Service Standards
- Own SLA performance across the entire portfolio: maintain a 48-hour SLA on all brands at all times, and implement a 24-hour SLA on priority/key brands, regardless of ticket volume.
- Build the processes, staffing model and escalation paths needed to protect SLA consistently through peak periods.
- Set and enforce brand-consistent quality standards for tone, accuracy and resolution across every support channel.
- Oversee third-party review platforms across brands, managing response to negative reviews and monitoring sentiment.
Automation, AI & Self-Service
- Drive automation coverage by Digital Genius across the portfolio, working closely with tech/product on implementation.
- Lead the rollout of sales bots and support bots across brand help centres and priority sites.
- Own Help Centre FAQs and self-service content across brands, reviewing common enquiries regularly to close gaps at source.
- Reduce avoidable ticket volume (particularly around subscriptions, billing and onboarding) through improved in-product clarity and self-service.
- Partner with tech/product to progress generative AI ticket responses and course-flow automation as they become viable.
Reporting & Commercial Insight
- Build and own structured, regular department-level reporting on SLA, volume, automation coverage and agent performance.
- Surface trends and root-cause insights from tickets to inform wider brand and product decisions.
- Report department performance and risk to the VP of Commercial Operations and wider business on a regular cadence.
- Track and report agent-level productivity, including average ticket handling per agent.
Resourcing, Capacity & Cross-Functional Partnership
- Manage department resourcing decisions and responsibilities outside of day-to-day ticket handling (including QA of websites, checkouts and other pricing).
- Partner with tech and product on the CS roadmap (platform changes, SLA/queue configuration, ticket categorization and generative response capability).
- Act as the voice of the customer to the wider business, positioning CS as a retention and brand-trust channel rather than a cost centre.
Qualifications
- Proven experience leading a customer support team or department, ideally across multiple brands, products or business units.
- Track record of owning SLA performance at scale, including through peak or high-volume periods.
- Direct experience with AI-driven support and automation tools (e.g. Digital Genius, Dixa, or equivalent platforms).
- Strong people management skills, including hiring, coaching, and building team capability.
- Comfortable working with data to build structured reporting and turn ticket trends into action.
- Excellent written communication and stakeholder management skills.
- Flexible availability, with willingness to work extended hours over peak periods (Nov to Jan) to protect SLA.
What Success Looks Like (2026 OKRs)
- SLA discipline: 48-hour SLA maintained consistently across all brands, with 24-hour SLA live on priority brands.
- Automation: Increase % of tickets handled via Digital Genius/automation across the portfolio.
- Ticket reduction: measurable reduction in billing- and onboarding-related tickets through improved self-service and in-product clarity.
- Reporting: regular, insightful department-level reporting in place, with agent performance tracked and visible.
- Resourcing: right-sized, capable team in place (including replacement hires, ticket support capacity, and streamlined QA).
- Brand perception: Customer Support recognised across the business as a retention and sentiment driver, not just a cost centre.