Head of Customer Service

Location

• Poland

Hours

• Fulltime

Contract-Type

• Permanent

Swytch is changing the way we move. We fundamentally believe that transport shouldn't cost the Earth - so we've made it our mission to make electric transport accessible to everyone.

Founded in 2017, Swytch is the world's most popular e-bike conversion kit, and the UK's leading e-bike product. Any bike can become a Swytch bike.

Founded by Engineers and cycling enthusiasts Oliver Montague and Dmitro Khroma, Swytch is a close-knit team dedicated to creating low carbon transport solutions which are fun to use and good for the planet. We're now growing our team to keep up with the unprecedented demand for our technology. Join us and to be part of the electric transport revolution.

We are seeking an experienced and strategic Head of Customer Service to lead our growing customer service team in Poland. This role is pivotal in driving customer satisfaction, enhancing operational efficiency, and integrating cutting-edge technology into our support processes. You will be responsible for overseeing all aspects of customer service operations, ensuring we provide exceptional service and support to our global customer base.

Requirements

Key Responsibilities:

· Leadership & Team Management:

· Lead, mentor, and develop a high-performing customer service team.

· Foster a culture of excellence, accountability, and continuous improvement.

· Implement best practices and provide regular training and development opportunities for the team.

· Zendesk Expertise:

· Oversee the use of Zendesk Support, Guide, and Explore to streamline customer service operations.

· Customize Zendesk solutions to enhance service delivery and reporting.

· Ensure the effective use of Zendesk's features and tools to improve response times and resolution rates.

· AI Integration:

· Leverage AI tools to automate and enhance customer service processes.

· Integrate AI-driven solutions to improve efficiency and provide a seamless customer experience.

· Stay updated on emerging AI trends and technologies in customer service.

· Strategic Management:

· Develop and execute customer service strategies aligned with company goals.

· Work closely with UK and US management teams to ensure alignment and collaboration.

· Drive initiatives to enhance customer satisfaction and loyalty.

· Operational Excellence:

· Manage and optimize customer service workflows and processes in a fast-paced environment.

· Oversee the implementation of product changes across the customer service digital architecture.

· Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).

· Direct-to-Consumer Focus:

· Understand the unique needs and expectations of direct-to-consumer retail brands.

· Develop and implement strategies to address customer inquiries, complaints, and feedback effectively.

· Performance & Reporting:

· Set, monitor, and exceed team and company KPIs.

· Prepare regular reports on customer service performance and provide actionable insights.

· Use data to drive decision-making and improve service delivery.

Qualifications:

· Proven experience in a senior customer service role, preferably as Head of Customer Service or a similar position.

· Expertise in using and managing Zendesk Support, Guide, and Explore.

· Strong understanding of AI tools and their application in customer service.

· Experience managing teams and operations within a UK or US company.

· Background in a fast-paced or startup environment is highly desirable.

What we’re really looking for:

Someone with a genuine interest in Swytch and is excited about being part of a fast-growing company.

We want a real person, with interests outside of work, to join our team. You could be a dancer, a gamer, a musician, a parent, a hockey fan, or even that one person that still writes Twilight fan-fiction. Doesn’t matter to us.

At the interview stages, we will be looking for empathy, eq, fun stories, and the ability to smile even when things are tough.

Our Interview Process:

1. Video screening with a Talent Team Member

2. Video interview with the hiring manager

3. Face to face interview with 2 panel members (Must be available in August in Warsaw)

Benefits

• Rewarding salary - £40-45k (DOE)
• Open and transparent company culture giving every employee direct access to our founders.
• Health and dental cash plan
• Gym discounts
• Employee Assistance Program
• Uncapped holiday
• Your very own Swytch kit!
• Training to become a skilled bicycle wheel builder