Head of Customer Service bei Zendbox

At Zendbox, we are transforming the fulfilment landscape and are seeking a Head of Customer Service to build and develop a high-performing team from the ground up.  We’re scaling fast and looking for a Head of Customer Service who can build a world-class operation that sets the standard in our industry. This is a chance to shape the future of our customer experience in a growing, ambitious business.

The Head of Customer Service is responsible for leading a high-performance team and managing both our internal customer service function and outsourced bureau contact centre to deliver exceptional, end to end service for our external clients. This role is pivotal in ensuring seamless communication and support across all client touchpoints from initial contact through to final resolution. Acting as the voice of the customer within the business, they will develop and execute service strategies that drive quality, consistency, and operational efficiency. With a hands-on approach, they will oversee team performance, resource planning, and service delivery standards, while fostering a proactive, client centric culture that underpins long term partnerships and sustainable business growth.

Requirements

• Design and deliver a high-performing customer service strategy aligned with business goals.
• Liaise with external clients, implementing a solution where we can sell our contact centre services to existing customers
• Build, recruit, and scale a high-performing team with clear objectives and KPIs.  Leading and inspiring the team to create a proactive, customer-first culture.
• Drive customer satisfaction and retention by continuously improving service levels.
• Establish and oversee SLA adherence, ensuring efficient and timely resolution of customer queries.
• Partner with Sales, Operations, and Tech to escalate and resolve complex customer issues.
• Own the customer feedback loop—tracking sentiment, complaints, and opportunities for product or process improvements.
• Drive continuous improvement by analysing support ticket trends and root causes, and present findings and actions in leadership meetings.
• Maintain and optimise customer service systems, tools, and processes (e.g. ticketing, CRM, FAQs).
• Support onboarding of major clients by ensuring smooth handover to the service team
• Represent the voice of the customer in leadership discussions, ensuring their needs shape business decisions.
• Technology and systems review using AI and best-in-class software to improve customer experience, reduce the number of contacts, and make dealing with us frictionless.

Key Deliverables

• Implementing a solution where we can sell our contact centre services to existing customers
• Create and maintain a world-class customer service operation.
• Ensure all customer service KPIs are met or exceeded.
• Develop talent within the team to foster growth and accountability.
• Improve resolution times and customer satisfaction scores across channels.
• Drive inter-departmental alignment around customer needs.

Skills and Experience Required:

• Proven leadership experience in a customer centric organization and the ability to lead and scale high-performing service team
• Strong understanding of customer service technology (e.g. ticketing systems, CRMs).
• Data-driven mindset with the ability to extract insights and act on them.
• Excellent communication, negotiation, and stakeholder management skills.
• Proactive, hands-on leader with a ‘can-do’ attitude.
• Scale up experience and experience of working with small teams essential
• Minimum 5 years in customer service roles, including 2+ years in management or strategic role.
• Ability to thrive in a fast-paced, high-growth environment.
• Strong planning, organisational, and prioritisation skills.

Benefits

• Competitive salary between £50,000 – £60,000 per annum
• Career development opportunities and ongoing training
• On-site parking
• Supportive and collaborative work culture
• Paid Birthday leave
• Free food and drinks