Head of Customer Support

4 months ago

Nottingham, United Kingdom Years.com Full time

**Head of Customer Support**

Thanks to the rapid growth of our exciting new Dog Nutrition business, we are looking for a self-starter who fully understands what is needed to run a successful and busy Customer Support team. The structure of the team would be up to you, the processes used would be up to you, the KPIs would be up to you - so it’s a really exciting opportunity for an ambitious leader who wants to be part of a great journey.

As Head of Customer Support, you will not only be focused on building an amazing Customer Support Team, but also designing and delivering the strategy that ensures we offer the very best experience to our customers. The role offers you the opportunity to create the perfect customer support set-up from scratch, owning every aspect of this extremely important cog to the business.

**Your responsibilities as Head of **Customer Support** will include**:

- Building an amazing Customer Support Team
- Managing and training this team to achieve greatness
- Choosing and implementing the software systems that will form the foundation of the Support function
- Ensuring a database of common questions is in place, up to date and used effectively
- Creating a retention program that achieves aspirational results
- Acting as an effective point of escalation for more complex queries and issues
- Leading by example and demonstrating best practices for handling queries
- Learning and understanding all about dog nutrition (training and guidance will be provided)
- Creating effective feedback loops which enable the wider business to make improvements that are valuable to our customers
- Ultimately ensuring that customers enjoy the best possible experience

**What we are looking for in our Head of **Customer Support**:

- Demonstrable experience of working in an ecommerce environment is vital, and knowledge of subscriptionbased products is desirable, as is
- You will report directly into the Directors/Founders so must be comfortable communicating and reporting at this level.
- It’s also worth noting that the team will be expected to do a certain amount of evening and weekend work, but the structure of this would be up to you.

**Make your mark on the world**:
As well as being our** Head of Customer Support **you will also have a rare opportunity to do something truly worthwhile every single day, by working with us to help dogs live longer _- years longer._

With a founding team whose previous venture grew from zero to £48m turnover per a year within just 3 years you can be certain you will never be bored, and you will learn and develop more than you ever thought possible.
- Fully funded
- Experienced founding team
- Brand new 25,000 sq. ft HQ & production facilities
- Targeting a £1 billion valuation within 5 years

**Included with your salary**:

- 33 days holiday inclusive of bank holidays
- Private medical insurance
- Flexitime and hybrid working available
- Casual dress
- Discounts & freebies for your pets
- Free Onsite Parking

**Location**:

- Nottingham (NG6)

Do you want to make your mark on the world? Do you want to help dog parents enjoy more years of happiness with their pets? If yes, you need to come and **join **them** **today Click '**Apply**’ now to be considered as our **Head of **Customer Support**:

- **then we’d love to hear from you.

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