Head of Customer Support, Judge.me
£80-90k
+ Monthly Performance Bonus
Tue & Thu Office Days
2 days a week in office (Shoreditch, London)
Re-building trust between merchants and consumers
Open for applications
Re-building trust between merchants and consumers
21-100 employees
Open for applications
£80-90k
+ Monthly Performance Bonus
Tue & Thu Office Days
2 days a week in office (Shoreditch, London)
21-100 employees
Company mission
A World Trading With Confidence.
Role
Who you are
- 5+ years of customer support leadership experience, preferably in SaaS or e-commerce
- Proven experience with Intercom platform (Fin AI implementation a bonus)
- Track record of successfully scaling high-performance support teams
- Experience implementing and optimising AI-powered support solutions
- Strong understanding of support metrics and performance optimisation
- Technical knowledge of CSS, HTML, and JavaScript (beginner level accepted)
- Experience with knowledge base management and optimisation
- Strong communication and change management skills
- Data-driven approach to problem-solving and decision-making
Desirable
- Experience in e-commerce support environment
- Understanding of API integrations and system connectivity
- Understanding of Shopify ecosystem
- Background in support transformation or restructuring
- Experience with distributed team management
What the job involves
- We're seeking a Head of Customer Support to lead our support transformation and build a technology-enabled customer service operation that drives our mission forward
- This role will spearhead the optimisation of AI-powered support using Intercom's Fin AI while maintaining exceptional service quality
- You will transform our support function to a next-gen strategic growth engine that strengthens our position as the #1 app in the Shopify ecosystem
- You'll join at a critical transformation moment leading our customer support operations reporting directly to the CEO
- This presents a unique opportunity to shape the future of our customer experience while working with cutting-edge AI technology
- You'll work collaboratively with Marketing to systematically optimise these touchpoints, directly impacting our growth and market position
- As the driver of our support transformation, you'll build systems that enable us to do more with less - leveraging technology to create exceptional customer experiences while optimising operational efficiency
- You'll be empowered to implement innovative approaches that align with our belief that "epic customer support isn't a cost center – it's our growth engine.”
- Build the next generation of Customer Support teams!
- Continually improve efficiency AND service quality - we believe that both are possible!
- Implement a comprehensive QA framework to ensure consistent service excellence
- Establish scalable processes and knowledge management systems
- Work closely with other teams to optimise Shopify App Store reviews
- Create and monitor performance metrics that drive continuous improvement
- Drive Intercom platform and Fin AI optimisation to achieve 60-65% resolution rate
- Work closely with your Support Automation Engineer to identify and implement technical integrations between support systems and internal platforms, creating custom solutions that enhance efficiency and effectiveness
- Develop our external and internal knowledge bases to create consistent information across customer-facing and AI-consumed content
- Leverage data analytics to guide decision-making and measure transformation success
- Lead a globally distributed support team through significant transformation
- Implement effective performance management framework
- Identify opportunities to create specialised roles based on skill sets that 10x support
- Develop training programs for AI collaboration and technical troubleshooting
- Foster a culture of continuous improvement and excellence
- Establish robust quality assurance frameworks
- Transform support into a next generation strategic business driver
- Increase Shopify App Store reviews through optimised support interactions
- Create scalable support infrastructure that can support business growth without the need to continually increase headcount
- Implement data-driven decisions that demonstrably improve customer outcomes and team efficiency
- Partner with Product teams to provide customer insights for product development
Salary benchmarks
Our take
Founded in 2015, Judge.me is a review software provider enabling e-commerce brands to collect and display customer reviews. By showcasing this form of social proof, stores and businesses can increase sales and consumer confidence by leveraging authentic user-generated content (UGC) to boost conversions, traffic, and engagement.
Whilst there are other players, including Yotpo and Loox, Judge.me boasts an affordable and simple payment plan for its 500,000+ customers. The company holds the "Built for Shopify" status and continues to play a key role within the Shopify partner ecosystem
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
Nov 2011
$0.1m
SEED
Total funding: $0.1m
Company benefits
- 🥗 Weekly team breakfast, lunch, dinner
- 🎭 Quarterly events
- ⏰ 'No overtime' culture
- 🧥 No dress code, wear whatever you want
- 🏡 Hybrid Remote/Office working
- 💻 Company laptop
- ⛑️ Private Health Insurance - Vitality
- 🎁 Perks at Work Account
- 💸 Salary Sacrificed Pension + Financial Wellbeing Support - Mintago
- 🏖️ 30 days leave + bank holidays
- 🌍 4 Weeks Working from Anywhere per year
Company values
- Work Hard and Be Dependable. Trust is built in the details. We deliver on every commitment, no matter how small, because we believe every interaction matters. Our consistency creates confidence for everyone in the commerce ecosystem
- Always Improving. The world of commerce never stands still – and neither do we. Our product will continuously evolve by learning directly from our community and market demands. This mindset ensures we're always moving forward, together
- Be Open. We thrive on diverse perspectives and honest dialogue. By approaching challenges with curiosity and receptiveness, we learn from each other and build better solutions together
- Be Down to Earth. Real connections matter. We believe in authentic, straightforward communication that makes everyone feel valued and understood. By staying grounded, we create an environment where genuine relationships flourish and trust naturally grows
- Teach what you Know. Knowledge multiplies when shared. From mentoring teammates to supporting our community, we believe that openly exchanging expertise and insights helps everyone succeed
Company HQ
London, UK
Articles
Leadership
David Freeman
(CEO)Previously Head of Crisis, Risk and Resilience at Amazon, and COO at DirectID.
PJ Celis
(Founder and Chairman)Previously Head of Marketing at DocDoc Pte. Ltd.
People progressing
Anna started as a Data Scientist in 2021, before moving into Product Management in 2022. She has since been promoted to Lead the function as of July 2024.
Fabrizio joined as Head of Marketing in July 2024 and was quickly promoted to Chief Growth Officer in January 2025.
Shiny originally started as a Customer Support Agent in Vietnam in 2020, before becoming the Vietnam Team Lead in the same year. She is now Head of Support!
Diversity, Equity & Inclusion at Judge.me
- At Judge.me, we are inspired by the diverse and unique backgrounds and perspectives of each and every one of our team. We always hire the best candidate, regardless of their age, identity, or background. We are proud to have a super diverse workforce and employees from a wide variety of backgrounds and experiences.
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