Head of Customer Response

Who are OnBuy?

OnBuy are an online marketplace who are on a mission of being the best choice for every customer, everywhere.

We have recently been named one of the UK's fastest-growing tech companies in the Sunday Times 100 Tech list.

All achievements we are very proud of, but we don't let that go to our head. We are all laser focused on our mission and understand the huge joint effort ahead of us needed to succeed.

Working at OnBuy:

We are a team of driven and motivated people who thrive when working at pace. To succeed at OnBuy you need to take charge and fully own your responsibilities, rolling your sleeves up when needed to 'get it done'. Working at OnBuy you are surrounded by so much opportunity, but you must possess the ability to stay focused and prioritise ruthlessly. Most importantly, you will thrive in an ever-changing environment as we are constantly evolving.

At OnBuy, you're not just a number or another cog in a machine. We are creating something really special, and you have the opportunity to affect meaningful change and have your voice heard. We are a close team, who have the opportunity to learn and grow as OnBuy evolves.

About the Role

Head of Customer Response ( Digital Transformation) is responsible for leading a world-class customer support function that delivers fast, empathetic and consistent outcomes, while driving efficiency and continuous improvement through technology, data and process excellence.

You will lead a remote team and partner closely across all aspect of our business to ensure our customers, both buyers and sellers feel confident, supported and valued at every interaction. This role is critical in building trust, protecting our community and enhancing platform reputation at scale.

Trust is one of the foundations of OnBuy. Your leadership ensures we protect and elevate the experience of every buyer and seller, turning challenges into loyalty and advocacy.

Key Responsibilities

Customer Support Leadership

· Own customer support strategy across buyers and sellers

· Lead multi-disciplinary teams across buyer escalations, seller support queries and the implementation of our Risk Management governance framework

· Ensure consistent resolution quality, tone of voice and policy adherence

Operational Transformation

· Lead the evolution of customer support into a proactive, AI-augmented function.

· Architect scalable support systems that reduce manual intervention and improve resolution speed.

· Embed automation and predictive analytics into support workflows to eliminate recurring issues.

· Deliver performance to SLA and quality standards

· Build and mature operational frameworks, playbooks and escalation pathways

· Partner with Technology to identify and fix systemic root causes

Customer Advocacy & Insights

· Act as a champion of the buyer and the seller internally, surfacing trends and insights

· Work with Product Owners to feed prioritised improvements into our longer-term roadmap, including AI tools, and self-serve capabilities.

· Build quarterly insights and feedback loops across business anchored in customer feedback

Team & Culture Leadership

· Coach, empower and develop leaders and teams

· Set clear goals, rhythms and operational reporting

· Foster a culture of accountability, learning and high performance

Risk & Compliance

· Ensure compliance with platform policies and regulatory obligations

· Manage complex and high-risk escalations

· Work closely with Risk team to protect customers and brand

Requirements

• Proven leadership in scaling customer operations through digital transformation, preferably eCommerce or marketplace

• Track record scaling support teams in high-growth or complex environments

• Experience implementing support tech including CRM systems, automation and AI tooling

• Strong cross-functional leadership with Product, Tech, Risk and Legal

• Customer obsessed with strong problem solving and operational rigour

• Data-driven decision making and reporting capability

• Excellent communication, stakeholder influence and crisis management

• Ability to inspire, coach and develop customer-focused teams

Benefits

The salary on offer for this role is £70,000 to £80,000 depending on experience.

We also offer the following benefits:

• Company Equity- In return for helping us to grow, we'll offer you company equity, meaning you own a piece of this business we are all working so hard to build.
• 25 days annual leave + Bank Holidays
• 1 extra day off for your Birthday
• Employee Assistance Programme
• Perks at Work benefit platform
• Opportunities for career development and progression

Our Commitment

OnBuy is an equal opportunities employer. We are dedicated to creating a fair and transparent workforce, starting with a recruitment process that does not discriminate on the basis of gender, sexual orientation, marital or civil partnership status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, or age.

This role will be Hybrid working from either our Bournemouth or Manchester Offices.