Head of Customer Service
Pliant Plastics Corporation
Head of Customer Service
Pliant Plastics Corporation
full-time
Posted on:
Origin: • 🇬🇧 United Kingdom
Visit company websiteJob Level
Lead
About the role
- 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
Requirements
- 8–10 years in customer service, customer success, or operations
- 3+ years leading managers and larger teams in fintech, payments, or financial services
- Proven ability to design and implement global service strategies that scale
- Deep passion for customer advocacy and embedding a service-first culture
- Expertise using KPIs, analytics, and feedback loops (CSAT, NPS, first response/resolution times, escalation rates)
- Ability to perform root-cause analysis and drive long-term operational improvements
- Experience partnering with Product, Payments, Fraud, Compliance, and Operations leaders
- Strong track record of building and developing distributed, multi-level service teams
- Excellent communication and stakeholder management skills across executive, regulatory, and customer audiences
- Comfortable operating in fast-paced, high-growth, high-ambiguity environments
- Nice to have: Native-level German language skills
- Nice to have: Experience with automation/AI tools in customer service
- Nice to have: Multi-lingual capabilities (especially European languages)
- Nice to have: Background in process-improvement or customer-experience frameworks (e.g., Lean, Six Sigma, COPC)
