Customer Support

• Define and own the global customer service strategy, translating objectives into annual operating plans with OKRs, budgets, and headcount
• Continuously assess service channels and technologies and identify opportunities for efficiency and sustainability
• Build and evolve a multi-channel customer service operating model (chat, phone, email, in-app) across geographies
• Maintain KPI tracking for CSAT, NPS, response/resolution times, and escalation rates; drive root-cause analysis and long-term improvements
• Sponsor automation, tooling, and AI/CRM initiatives with Product, Engineering, and Data teams
• Manage, mentor, and inspire a distributed organisation of service leaders and specialists; create quality programmes and career frameworks
• Scale the team in line with customer-base growth while maintaining service levels
• Serve as executive point of contact for complex customer issues and escalations, ensuring transparent communication and rapid resolution
• Oversee compliance with regulatory and scheme-related service obligations and collaborate with Risk, Fraud, Payments, and Compliance for sensitive cases
• Act as the voice of the customer in product discovery, policy decisions, and go-to-market planning; ensure customer readiness for launches

Head of Customer Service

Customer Support

Customer Support

Customer Experience Agent, Consultant

Product Support Specialist – 12 Month Fixed Term Contract

Customer Support Administrator, EMEA