Head of Customer Support

Job Title: Head of Customer Support (Internally known as Head of Ambassador & Customer Support)

Department: Customer & Ambassador Support

Reports to: Managing Director

Location: Croydon/ Hybrid - 3 days a week in the office

Salary: Competitive depending on experience

About the Role

We're looking for a passionate, forward-thinking, and service-oriented team player to lead our Ambassador and Customer Support HQ team into the future. At Tropic, our success is deeply rooted in the relationships we have nurtured with our ambassadors and customers, making this one of the most critical departments in our company.

In this Head of Customer Support role , you will embody and convey the essence and personality that underpin our excellent reputation. With ambitious goals and a drive to become an award-winning department, you will need a strong strategic mindset. You should be a tech and data enthusiast, motivated by growth, continuous efficiency improvement, and exceptional service. Throughout all of this, you will keep our HQ team, ambassadors, and customers at the heart of everything you do.

Key Responsibilities

• Leadership & Management: Inspire and empower the HQ team with strong leadership and a clear vision. Cultivate a positive, motivating work environment that supports and uplifts every team member.

• Strategic Planning: Develop and implement strategic plans to enhance the efficiency and effectiveness of Ambassador and Customer support initiatives. Use data-driven insights to inform decision-making and improve overall performance.

• Innovation & Improvement: Introduce new ideas and better working methods, focusing on increasing efficiency and effectiveness in a fast-paced and demanding environment.

• Cross-Functional Collaboration: Work with cross-functional teams to ensure ambassador and customer-centricity is embedded across the organisation.

• Feedback Integration: Transform ambassador and customer feedback into actionable insights and game-changing recommendations for product improvements, keeping us ahead of market trends.

• Ambassador and Customer Journey Oversight: Champion the Ambassador and Customer journeys, ensuring every interaction is met with timely, clear, and compassionate responses that exceed expectations.

• Training & Development: Elevate the HQ team through engaging training sessions on platform features, functionalities, and best practices. Lead by example, coaching your team on solution-oriented and efficient working methods.

• Efficiency & Automation: Drive efficiency by supporting and championing your team to automate and streamline processes.

• Metrics & Reporting: Define, analyse, and report key success metrics. Identify business priorities and translate them into actionable plans for your team, fostering their professional and personal development.

• Strategic Growth Planning: Shape the future growth of your team, leading strategic planning.

• Team Management: Energise your team with regular check-ins, inspiring mid and end-of-year reviews, and dynamic weekly manager meetings to drive continuous improvement and ensure we exceed organisational goals.

• Awards & Recognition: Champion our mission to achieve prestigious awards for outstanding customer experience, putting our company on the map as a leader in the skincare industry.

• Systems Management: Revolutionise our systems to exceed the expectations of our HQ team, Ambassadors, and Customers, ensuring seamless and efficient operations.

• Project Leadership: Lead all Ambassador and Customer support projects, delivering exceptional results on time and setting new standards of excellence.

What We’re Looking For

• 5+ years of experience in a Leadership CX role, with a track record of developing and executing strategies and proven expertise in people management.

• Proven experience in designing and implementing successful team structures that improve team efficiency, productivity, and alignment with organisational goals.

• The ability to think strategically and align CX initiatives with organisational goals, driving a customer-centric approach.

• Proficiency in using Zendesk and experience with AI-driven customer support solutions.

• Strong analytical skills, attention to detail, and process efficiency.

• A proactive and inspiring leader with diligent, collaborative, organised, and reliable working methods.

• A data-driven personality with a natural desire to constantly rethink, question, and optimise our operations.

• Outstanding interpersonal skills.

• Excellent communication and collaboration skills, with the ability to effectively influence and align cross-functional teams.

• The ability to develop strong relationships with key client stakeholders to understand their business objectives and requirements.

About Tropic

Susie, our Founder and CEO, started Tropic Skincare as a teenager, selling homemade body scrubs at Greenwich Market to help her mum pay the bills. She sold out on her first day and the incredible response made her realise she had started something quite special.

We still sell that iconic body scrub, and it sits alongside an extensive range of award-winning skincare and beauty products that have made us one of the UK’s fastest-growing beauty businesses. Our brand is certified vegan, cruelty-free and CarbonNeutral®, and our infinite purpose is to create a healthier, greener, more empowered world. And that’s where you come in!

We’re looking for creative and ambitious people who share our vision and get excited about beauty that’s both innovative and sustainable. If you’re passionate about skincare and have a genuine desire to empower communities across the globe, you could be a great fit.

Apply now if you’re ready to join a vibrant team who believe beauty knows no bounds!

Tropic's Commitment to Equal Opportunities

Our team is as diverse as it is talented because at Tropic, we go the extra mile to cultivate a culture of respect and belonging. We value every candidate, respect protected characteristics and never discriminate. We also provide reasonable accommodations for applicants with disabilities at every stage of the hiring process, so if this is something you need, please let our recruitment team know at the earliest opportunity!

Ultimately, the most important thing for us is hiring the best person for the job, so we focus on skills, experience, and qualifications to ensure our process is fair and that our candidates always have a great experience with Tropic.