Head of Support Performance, Judge.me
£80-90k
Offers Bonus
Expert level
London
Remote from UK
More information about location
Re-building trust between merchants and consumers
Posted today
Re-building trust between merchants and consumers
21-100 employees
B2BMarket researchCustomer serviceBusiness IntelligenceSaaSMobile
Posted today
£80-90k
Offers Bonus
Expert level
London
Remote from UK
More information about location
21-100 employees
B2BMarket researchCustomer serviceBusiness IntelligenceSaaSMobile
Company mission
A World Trading With Confidence.
Role
Who you are
- Demonstrable experience of performance-driven leadership in SaaS or e-commerce environments
- Track record of scaling high-performance contractor networks with measurable results
- Experience implementing and optimising AI-powered 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
- Experience in e-commerce 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 performance-driven Head of Customer Support to architect and optimize a technology-first support operation that directly fuels our growth engine.
- This role demands a strategic technologist who will maximize AI automation using Intercom's Fin AI while maintaining rigorous performance standards across our contractor network.
- You'll build systems and processes that transform support from a traditional cost center into our #1 revenue driver in the Shopify ecosystem
- You'll join at a critical transformation moment, reporting directly to the CEO with full ownership of our support technology stack and contractor performance optimization.
- This is not a traditional people management role - it's a performance engineering position focused on systems, metrics, and results
- Our app store reviews are our lifeblood - every support interaction is a revenue opportunity.
- You'll work collaboratively with our Growth team to systematically engineer these touchpoints for maximum 5-star review generation, directly impacting our growth trajectory and market dominance
- As the architect of our support transformation, you'll build technology-driven systems that achieve exponential efficiency gains - leveraging AI and automation to deliver exceptional outcomes while optimizing every performance metric.
- You'll be empowered to implement cutting-edge approaches that prove "epic customer support isn't a cost center – it's our growth engine.”
- Engineer next-generation support systems focused on measurable performance outcomes
- Drive relentless efficiency optimization while maintaining uncompromising service quality standards
- Implement data-driven QA frameworks with automated monitoring and real-time performance tracking
- Establish scalable, technology-first processes that reduce dependency on human intervention
- Optimize Shopify App Store review generation through systematic touchpoint engineering
- Create and monitor aggressive performance metrics that drive continuous optimization
- Technology Optimisation
- Drive continuous AI resolution rate improvements through advanced technology implementation including Intercom platform, Fin AI, and other automation solutions. Architect comprehensive knowledge management systems and collaborate with our Support Automation Engineer to build custom integrations that maximize efficiency and minimize manual intervention
- Contractor Performance Management
- Maintain rigorous performance standards across our globally distributed contractor network. Implement robust monitoring frameworks with clear metrics, establish contractor specialization tracks, and drive performance-based selection and retention aligned with measurable outcomes
- Shopify App Store Optimization & Growth
- Maintain our #1 position in the Shopify ecosystem by optimizing app store review generation through systematic touchpoint engineering. Build infinitely scalable support infrastructure that protects our market leadership without proportional headcount increases while generating actionable customer intelligence for Product teams
- Key Metrics You'll Own
- Shopify App Store Reviews: Direct responsibility for driving review volume and quality through optimised support interactions
- Support Efficiency Ratios: Workload/contractor performance improvements through technology optimization
- Reviews/Agent Ratio: Ownership of this critical metric that ties support performance directly to business growth
- AI Resolution Rate: Drive continuous improvement in automated resolution efficiency
- Performance Standards Compliance: Contractor network adherence to established quality benchmarks
- Cost Per Resolution: Technology-driven efficiency improvements
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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