Head of Customer Support

Lead a growing, multi-channel customer operation in a high-growth travel business A rare opportunity has arisen within a thriving travel and leisure brand due to ongoing growth and internal progression. The business continues to evolve and expand, driven by consumer demand for more affordable, wellness-focused, and sustainable holiday options, accelerated by the cost-of-living crisis, increased pet ownership, and a renewed appreciation for the great outdoors. The Head of Customer Support will join an innovative, agile organisation that thrives on collaboration and cross-functional creativity. With a fully remote team across the UK and partners globally, the culture is built on trust, flexibility, and the belief that the best ideas can come people, with frontline staff delivering some of the best ideas! This is a business where employees genuinely shape the customer experience and the product. The Head of Customer Support will: Lead and develop a small, but perfectly formed customer service operation, both in-house and outsourced, including recruitment, onboarding, rota planning, and performance reviews Oversee all support channels (email, phone, chat, social), managing escalations and ensuring service KPIs are consistently met Deliver key customer service projects including peak season readiness, AI tech adoption, and CSAT analysis Work cross-functionally to turn customer feedback into product improvements and internal efficiencies Tackle complex escalations hands-on, especially technical or emotive booking issues, and continuously look for process enhancements The Head of Customer Support will: Show confidence in deploying technology and automation for better customer outcomes Demonstrate strong analytical skills, using data to drive improvement Be unflappable in high-pressure, high-volume environments Have managed a B2C Customer Operation, in a really hands on environment. Resource planning? Training? Process improvement? All you, so a role your sleeves up mentality is key! Ideally have managed both in-house and outsourced customer operations. What’s on Offer? The Head of Customer Support will receive… 25 days’ holiday + bank holidays (pro-rated for part-time) Matched pension (up to 4%), private healthcare, life and critical illness cover Exclusive discounts, gym memberships, retailers, hotels, cinema, and more Travel booking perks across 70+ countries Remote office equipment allowance + cycle-to-work scheme Enhanced parental leave Support via employee assistance programme Company away days and regular remote team building The chance to genuinely shape customer experience in a growing, mission-driven company A flexible, remote working environment that supports work-life balance and individual productivity. Join a company that values creativity and encourages employees to bring forward innovative ideas and improvements. Engage in a stimulating work environment where your efforts contribute directly to the company’s growth and success in a vibrant sector of the travel industry Apply Now If you have seen a vacancy you are interested in fill in the form below and attach your CV, we will be in contact with you shortly #J-18808-Ljbffr Experience: 5 years required

Back to blog

Other Jobs To Apply

No other job posts for this day.

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...