Director of Customer Success

Job Description

Our client is on a mission to revolutionise the broadband industry by delivering lightning-fast, reliable, and frustration-free internet. They believe in providing exceptional service without the traditional industry pitfalls of slow speeds, poor customer support, and hidden fees.

If your focus is on innovation, transparency, and customer satisfaction then this is the opportunity for you.

The Director of Customer Success will lead and scale the customer service operations. This is a pivotal leadership role responsible for ensuring customers receive world-class support that reflects our commitment to customer excellence.

The ideal candidate will bring a wealth of customer service experience at a top tier Broadband operator or similar utility provider, strategic vision, operational expertise, and a passion for delivering outstanding customer experiences.

Required Mindset of the Candidate:

• Passion and desire to solve customer problems
• Problem solver (thinks about multiple potential solutions, not just one)
• Entrepreneurial (desire to shape as a scale-up disruptor who does not have all of the answers)
• Empathetic (ability to place themselves in other people’s shoes)
• Outcome based (everything we do is aligned to goals / all execution is measured)
• Strong Leadership capabilities (desire to scale and manage a customer success team)

Key Responsibilities of the Candidate:

• Develop and execute a customer support strategy for our outsourced 24/7 first line support and in-house second line support
• Lead, mentor, and grow the customer support team to drive high performance and engagement.
• Implement best-in-class support technologies, processes, and workflows to optimize efficiency and customer satisfaction.
• Foster an outcome based, data-driven approach to customer service, leveraging insights to continuously improve operations and experience.
• Deal with high-level escalations for our most upset or irritated customers with the ability to diffuse situations
• Collaborate cross-functionally with operations, marketing, software development, and sales teams to enhance the overall customer journey.
• Drive initiatives to improve customer retention, reduce churn, and enhance loyalty.
• Establish KPIs and metrics to measure success and drive accountability across the team.

Key Qualifications:

• Proven experience in a senior customer support leadership role in a leadership role at a similar Broadband or Utility Provider.
• Strong track record of building and scaling customer support teams and operations.
• Expertise in customer support technologies, including HubSpot, chatbots, AI-driven support tools, and automation.
• Exceptional leadership and team management skills with a passion for coaching and development.
• Excellent communication and interpersonal skills, with the ability to inspire and influence stakeholders at all levels.
• A customer-first mentality with a relentless drive for improvement and innovation.
• An understanding of wholesale broadband / utility markets

Salary & Benefits:

• Competitive pay (£72,000 to £90,000) plus 10% annual bonus
• Be part of a fast-growing company disrupting the internet industry.
• Work in an agile and innovative environment where your ideas matter.
• Lead a team that is passionate about delivering exceptional customer experiences.
• Competitive compensation, benefits, and opportunities for professional growth.

Location: London (Battersea Power Station)

Reporting to: Chief Operating Officer (COO)