Head of Customer Service
Pliant Plastics Corporation
Job Level
SeniorLead
About the role
- Formulate and implement comprehensive Merchant Success strategies that drive retention, growth, and satisfaction through proactive engagement models and value realisation frameworks
- Lead the transformation of the Customer Support team into a proactive Merchant Success Centre focused on long-term merchant partnerships
- Collaborate cross-functionally with Sales, Product, Marketing, and Tech to ensure a unified approach to merchant satisfaction and success
- Recruit, onboard, mentor, and develop a high-performing team; partner with Enablement to design learning experiences and career pathways
- Oversee daily operations of the Merchant Success Centre, develop scalable processes and tools, and act as escalation point for critical merchant issues
- Monitor KPIs (AHT, FRT, CSAT, NPS, SLAs, QA) and merchant success metrics (retention, churn, activation rates, feature adoption, LTV, expansion revenue); prepare reports and present findings to senior management
- Gather merchant feedback to inform product development, marketing initiatives, and overall business strategy and act as the voice of the merchant within the organisation
Requirements
- Minimum 10 years managing customer support teams in contact centre environments
- Demonstrated experience in strategic transformation projects and cross-functional collaboration (minimum 2 years)
- Experience working within fast-growing companies and scaling operations
- Previous exposure to merchant success, customer success, or account management methodologies preferred
- Strong mentoring and coaching abilities with a track record of developing high-performing team leaders
- Understanding of merchant/customer lifecycle management and value realisation frameworks
- Experience gathering customer feedback and translating insights into business strategy
- Ability to balance operational excellence with strategic merchant success initiatives
- Results-oriented focus on improving both customer outcomes and business performance
- Proficiency in performance metrics including CSAT, AHT, FRT, SLAs, QA and merchant success metrics (retention, churn, LTV, activation rates)
- Advanced Excel/Google Sheets skills for numerical analysis and reporting
- Experience with contact centre management tools and CRM systems (e.g., Zendesk)
- Ability to establish KPI benchmarks and track performance against strategic objectives
- This role requires you to be on-site working alongside Customer Support agents
- Experience with and exposure to AI tools and platforms
