We’re looking for a hands-on, forward-thinking Head of Customer Services & Operations to rebuild and lead our customer service function while owning day-to-day fulfilment operations.
This is not a traditional support role as you will design an AI-enabled, highly efficient service model, implement automation and ensure a world-class customer experience from order to delivery. At the same time, you will manage and scale fulfilment operations to support growth.
Key Responsibilities
*Design and implement a modern customer support function from the ground up
*Introduce and manage AI tools (chatbots, automated workflows, triage systems)
*Define what should be automated vs human-led
*Reduce response times and increase resolution efficiency
*Own the end-to-end customer journey (pre-order delivery post-service)
*Monitor and improve operational KPIs
*Handle complex/escalated customer issues with empathy and precision
*Continuously refine tone of voice and service standards


Fulfilment & Operations Management
*Oversee the fulfilment function (orders, kits, logistics, returns)
*Manage onsite operational workflows in Chippenham
*Identify bottlenecks and optimise processes for speed and accuracy
*Work closely with logistics, lab partners, and internal teams
*Ensure operational scalability as volume grows


4. Systems & Process Optimisation
*Select and implement tools (CRM, helpdesk, automation platforms)
*Build dashboards and reporting for performance tracking
*Continuously improve workflows using data and experimentation
*Introduce lean processes and operational best practices
*Hire, train, and manage a high-performing support and operations team
*Create a culture of accountability, speed, and customer focus
*Define roles, responsibilities, and career progression


Experience
*Experience building or scaling a customer service function
*Highly tech-savvy and AI-curious (experience with automation tools is a strong advantage)
*Process-driven with a bias for efficiency and continuous improvement
*Comfortable in a fast-paced, start-up environment
*Strong problem-solving and decision-making ability
*Excellent communication and leadership skills


Why Join
*Build and own a critical function from the ground up
*High-impact role with real ownership and autonomy
*Opportunity to shape both customer experience and operations at scale
*Work at the intersection of service, technology, and operations