Head of Customer Service

Job Title: Head of Customer Service

Salary: £38,000 per annum
Location: Hackney Wick
Contract: Full-time, Permanent
Hours: Monday to Friday, 9:00am – 6:00pm (40 hours per week)

Who We Are

At CO2 YOU, we’re all about people and the planet. We deliver outstanding customer experiences while actively working to reduce environmental impact and fight climate change. We’re a growing, purpose-led business that values curiosity, accountability, and collaboration.

Our team is supportive, ambitious, and hands-on. We move quickly, embrace change, and care deeply about doing things properly — for our customers, for each other, and for the planet.

The Role

As Head of Customer Service, you’ll take full ownership of our customer service function. This is a senior, hands-on role where you’ll be responsible not just for day-to-day service delivery, but for setting standards, improving processes, and building a high-performing team as the business continues to grow.

You’ll act as the voice of the customer internally, ensuring we deliver a consistently excellent experience across all touchpoints while scaling sustainably.

The role requires occasional travel to Manila, Philippines, where a significant part of our Customer Service team is based, to support training, alignment, and team development.

Key Responsibilities

Leadership & Ownership

• Own the end-to-end customer service function across phone, email, and chat

• Lead, support, and develop the Customer Service team, both UK-based and offshore

• Act as the escalation point for complex or high-impact customer issues

• Foster a positive, accountable, and customer-first culture across locations

• Be prepared to travel to Manila, Philippines, throughout the year where required

Operations & Performance

• Ensure excellent response times, resolution rates, and customer satisfaction

• Monitor performance metrics and proactively address gaps or trends

• Manage rotas, coverage, and workloads to ensure consistent service levels

• Work closely with Operations, Logistics, and Sales to resolve issues efficiently

Training, Recruitment & Development

• Deliver structured onboarding and training to new Customer Service team members

• Play an active role in recruitment, including interviewing and input into hiring decisions

• Identify skill gaps and implement ongoing training and development initiatives

• Support consistency and quality across the team as it scales

Process Improvement & Systems

• Review, refine, and document customer service processes and workflows

• Identify recurring issues and implement practical, scalable solutions

• Maintain accurate records and reporting across customer interactions

• Take ownership of the Customer Service tech stack, including Monday.com, Shopify, Gorgias, and Slack, ensuring tools are used effectively and consistently

Customer Experience & Growth

• Champion the customer experience as the business grows and evolves

• Use customer insight and feedback to influence improvements across the company

• Ensure our service aligns with our environmental mission and brand values

Key Skills & Experience

• Proven experience in a senior or lead customer service role within a fast-paced environment

• Experience managing or working closely with offshore or remote teams

• Strong people leadership skills with the ability to motivate, coach, and develop others

• Excellent communication skills — calm, confident, and clear

• Strong problem-solving ability and sound judgement under pressure

• Hands-on experience with Monday.com, Shopify, Gorgias, and Slack

• Comfortable working in a scaling business where processes are evolving

We’d Love to Hear From You If You:

• Are passionate about delivering outstanding customer experiences

• Enjoy taking ownership and responsibility, rather than waiting for instruction

• Thrive in fast-moving environments and adapt quickly to change

• Care about sustainability and want your work to have a positive impact

• Balance empathy with structure — you’re human, but you’re also organised

Why Join CO2 YOU?

• A senior role with real influence in a growing, purpose-led business

• The opportunity to shape and lead a critical function across multiple locations

• A supportive, collaborative team who genuinely care about what they do

• The chance to grow with the company and make a meaningful impact

Send applications to: sam@co2you.com