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