Head of Customer Happiness, Yoto

• Experience leading a customer service function and managing a hybrid international team of customer specialists and third party providers
• Strong leadership and people management skills with a track record of developing and motivating high-performing teams
• Exceptional communication and stakeholder management skills, with the ability to influence at all levels
• Strategic data-led thinking, with the ability to report, interpret and leverage data insights to improve service quality and business performance
• Proven experience implementing next generation customer service technologies, including AI and automation tools, to enhance efficiency and scalability
• Expertise managing high-stakes customer issues with professionalism and strategic problem-solving
• A high degree of positivity, proactivity, ownership and integrity, with a low ego, 10x learning mentality and sense of fun
• Experience managing change and ambiguity, scaling a customer focused function in a high growth environment
• Ability to think big picture, with an open mindset excited by the opportunity to continuously develop and improve the way we operate

Desirable

• We’re looking for a Head of Customer Happiness to lead and inspire an outstanding team of specialists, helping families at the heart of Yoto
• Our growing team of customer happiness specialists, based in the UK, US and APAC are at the very centre of Yoto life, collaborating across every team and helping families via multiple channels such as email, live chat, social media and voice calls
• This new role will report to the Chief Operating Officer, and lead and grow our team of Customer Happiness specialists and trusted partners, supported by our senior Customer Happiness Operations Manager
• Define and drive Yoto’s customer happiness strategy, providing a best in class experience that makes every interaction seamless, fun, and keeps families engaged
• Lead, mentor, and develop a high performing internal customer happiness team of ten across multiple time zones, fostering a culture of collaboration, innovation, and continuous learning
• Oversee third party and internal workforce management and resource allocation to ensure optimal coverage and efficiency, balancing service levels with cost-effectiveness. Implement workforce planning tools and forecasting models to anticipate demand and adjust team capacity accordingly
• Shape and scale Yoto’s customer happiness function at speed, identifying skill and policy gaps, structuring the team for success and global resilience
• Be the voice of our Yoto families. Foster strong cross-functional relationships, ensuring seamless collaboration between tech, operations, quality, marketing, community and legal teams. Build trust and ensure safety. Feedback and prioritise customer led hardware and software improvements
• Lead from the front by actively engaging with customers when necessary, handling complex escalations with professionalism and empathy while setting a high standard for the team
• Design strategy for new tooling, technologies and work closely with our senior Customer Happiness operations manager to implement, and manage our third party vendor relationships to create an exceptional customer experience
• Crystallise, communicate and leverage customer insights and data analytics. Identify trends, pain points, and opportunities to enhance customer experience. Drive process improvements and support customer retention strategies
• Design and implement customer success through personalised engagement and value-driven support

• All correspondence from our Talent team will only come through Teamtailor, our application tracking system