💼 About This Role

You'll lead a customer experience team for Omaze, overseeing internal and outsourced support channels. Your core impact is optimizing performance metrics and scaling processes as the community grows. You'll contribute to strategy while improving customer journey insights across teams.

🎯 What You'll Do

• Deliver against service metrics across email, voice, and live chat
• Monitor and analyze service performance to drive improvements
• Lead and coach internal CX team while managing outsourced partner
• Manage workload forecasting and resource planning

📋 Requirements

• Solid experience managing customer service teams in a fast-paced environment
• Experience managing or working with outsourced support partners at scale
• Confidence working with performance metrics and data-driven decisions
• Hands-on experience across email, voice, and live chat channels

✨ Nice to Have

• Experience with ticketing platforms and QA frameworks
• Knowledge of CX tools and systems optimization
• Background in cross-functional collaboration for customer journey improvements

🎁 Benefits & Perks

• 📈 Generous stock options scheme
• 🏖️ 25 days annual leave plus bank holidays
• 🩺 Private medical and dental insurance
• 💰 9% employer pension contributions
• 📚 Personal learning and development budget

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Hiring Manager Interview· 60 min
3. 3Technical/Team Interview· 45 min