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
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
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
Coach, empower and develop leaders and teams
Set clear goals, rhythms and operational reporting
Foster a culture of accountability, learning and high performance
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
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
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