Head of Customer Support, Pinter

• You bring a genuine affinity for the Pinter brand and products, with a strong belief that great support is about more than resolving issues
• You care deeply about how customers feel, take pride in representing the brand, and aim to make every interaction clear, human, and thoughtful
• Proven experience leading customer support teams in D2C businesses
• Strong operational, organisational, and analytical skills, with experience driving process improvements
• Skilled in coaching and developing teams to deliver scalable, high-quality support
• Sound decision-making skills, balancing customer satisfaction with clear internal procedures
• Comfortable with data-driven decision-making and performance metrics
• Excellent cross-functional communication and stakeholder management skills
• Flexibility to work outside standard hours when needed (including occasional evenings or weekends)

Desirable

• Own the day-to-day operations of the Customer Support function across the UK and US, including in-house teams and outsourced partners
• Lead workforce planning, combining demand forecasting and capacity planning to ensure consistent 24/7 coverage and service levels
• Define, implement, and continuously optimise support workflows, processes, and tools to ensure timely, accurate, and brand-aligned responses across all channels (email, live chat, and social media)
• Own and manage Customer Support KPIs, including CSAT, first response and resolution times, backlog, and productivity, translating insights into clear and actionable improvements
• Deliver regular performance reporting (including weekly and monthly reports), highlighting trends, risks, and improvement opportunities
• Oversee customer communications across all channels, ensuring responses are fast, empathetic, and consistently aligned with the Pinter brand voice
• Manage, mentor, and develop Customer Support Managers and Team Leaders, building a high-performing, accountable, and engaged team
• Identify and address underperformance through coaching, feedback, and performance improvement plans
• Design, implement, and own the quality assurance framework, ensuring consistent service standards and continuous quality improvement
• Create, deliver, and regularly update training programmes to ensure team members are equipped with the knowledge, skills, and tools required to deliver high-quality support
• Maintain and evolve knowledge management, documentation, escalation protocols, and support standards to enable consistency and scalability
• Collaborate cross-functionally with Product, Operations, and Marketing to resolve recurring customer issues and inform process or product improvements
• Partner with the Head of Customer Success on strategic initiatives while maintaining full ownership of Customer Support operations
• Lead Voice of the Customer forums, ensuring customer insights are clearly communicated and actioned across the business
• Oversee Customer Support budget planning and cost control, including tooling and BPO spend
• Manage BPO partner performance, ensuring alignment with Pinter standards, SLAs, and quality expectations

• 1. Apply with your profile
• 2. Video call with Head of Customer Success
• 3. Video call or in person interview with COO