Head of Customer Support - London Cab

Job Purpose

Leading and elevating our customer experience across all touchpoints. This role is responsible for designing and executing a scalable customer support strategy that delivers exceptional service to both our Riders and Drivers. The successful candidate will be a hands-on leader who thrives in fast-paced environments, excels at building and mentoring high-performing teams, and advocates passionately for the voice of the customer throughout the organization.

Responsibilities:

• Lead, mentor, and grow a high-performing customer support team, cultivating a culture of empathy, excellence, and continuous improvement.
• Define team structures, roles, and responsibilities to ensure optimal efficiency and coverage across support channels.
• Develop and implement a comprehensive customer support strategy aligned with organizational objectives, including clear SLAs and KPIs.
• Oversee daily support operations across multiple channels such as phone, email, chat, social media, and in-person (where applicable).
• Evaluate, select, and manage customer support systems and tools (e.g., telephony platforms, ticketing systems, knowledge bases).
• Create and continuously improve customer support workflows, policies, and procedures to drive operational efficiency and customer satisfaction.
• Act as the internal champion for our customers by sharing insights and feedback with cross-functional teams including Product, Sales, Marketing, and Engineering.
• Monitor key performance metrics such as CSAT and NPS, identifying trends and driving initiatives for performance improvement.
• Develop and manage structured channels for collecting and acting on customer feedback.
• Resolve high-impact customer escalations with professionalism and a customer-first mindset.

Requirements:

• Bachelor’s degree in business administration, Communications, or a related field.
• 7–10+ years of experience in customer support or customer service roles, with 3–5+ years in a senior leadership position.
• Demonstrated success in building and scaling customer support teams in high-growth or dynamic environments.
• Strong track record of designing and executing customer support strategies and operational frameworks.
• Deep understanding of customer support analytics, KPIs, and service reporting.
• Exceptional communication, interpersonal, and conflict resolution skills in English.