Head of Customer Experience

1 week ago

Glasgow, United Kingdom Firefish Software Full time

At Firefish, we're on a mission to revolutionise the recruitment industry with our industry-leading SaaS product We believe in the power of exceptional customer experience and are looking for a dynamic leader to drive our multi-award winning Customer Support & Success team to even further heights.


As Head of Customer Support & Success you'll set and lead quarterly goals to align with our company's objectives, ensuring your team stays focused and hit their targets.

You'll guide our Customer Success team to perform at their best by leading the achievement of upsell targets by converting leads from marketing campaigns, and identifying upsell opportunities through client success reviews.

You'll be a mentor and motivator for the team, nurturing a culture of excellence.


As a key point of contact for urgent customer issues, you'll make sure problems are solved promptly while meeting our performance standards.

You'll actively work on retaining customers by recognizing accounts that may be at risk and implementing strategies to enhance their satisfaction and prevent churn.

This role involves crafting personalized strategies to boost customer satisfaction and long-term value, so you'll continuously refine our support and success processes for better efficiency and effectiveness, and gather feedback to improve our products and services.


You'll find this role exciting if:
You're results-oriented with a track record of driving customer satisfaction, retention, and revenue growth.
You enjoy defining and implementing operational processes and customer-centric strategies.

You thrive in a collaborative and high-performance culture, and ensure that your team is motivated, well-trained and equipped to deliver exceptional customer experience.


We'll be excited about you if:


You have in-depth understanding of the recruitment industry, gained in a SaaS company operating in the HR or RecTech space.

You're adept at analysing trends, using insights to improve products, services and overall customer experience, and implementing mechanisms to gather customer feedback.

You're a strategic thinker with a knack for nurturing strong client relationships.

We appreciate that to have a good life at work you need to have a good life outside of work too So, for this role we offer:

A basic salary of £46k- £50k per annum
Remote-first working & flexible hours: adjust your schedule to fit around your out-of-work commitments (as long as you're available for our core hours)
24 days holiday (plus public holidays)
Medical cashback for optical, dental, therapy treatments and consultations up to £1170 per year for you, and additional allowance for dependent children
Private healthcare, GP service, healthclub discounts, retail discounts and cashback
24/7 mental health support line, face-to-face CBT sessions, and in-house mental health first aider
Structured career development programmes and in-house coaches
Share option scheme

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