Head of Customer Support
London, UK (Hybrid)
£65,000 - £90,000 + equity
Muzz is on a mission to have the best customer experience of any dating/marriage app. Lead our fast-growing customer Support team, be the customer voice across the business and ensure that members receive exceptional customer service across all channels.
This is an exciting opportunity to lead our globally operating customer Support team, contributing to our overall aim of delivering exceptional customer service. You will be interacting with our member base to solve problems they are facing and liaising with multiple disciplines within Muzz to find the best solutions to existing processes.
As part of our growing global Support team, you will spend the majority of your time leading our customer Support function. You will be responsible for overseeing the way we provide technical support, triaging member-reported issues, handling user feedback and providing resolutions to cases.
What we're looking for
- 3+ years of leading customer support teams
- 8+ years experience in customer support
- You’re passionate about customer experience and thrive in a fast-paced, cross-functional environment
- You have experience scaling customer service teams and implementing automation to improve efficiency
- Skilled with AI, automations, conversation design, and support workflow optimisation
- You’re data-driven, a clear communicator, and comfortable making decisions based on insights
- You’re hands-on when needed — happy to jump into the queue and support members directly
- You’re a product expert who keeps up with new releases and understands how to translate changes into effective support
- Strong textual comprehension and ability to understand and interpret customer needs
- Exceptionally organised and strategic, with a knack for bringing clarity and structure to complex, ambiguous challenges. You thrive in dynamic, fast-moving startup environments
- Clear and confident communicator, experienced in leading cross-functional teams and driving alignment across diverse stakeholders
- Skilled in project management and prioritisation — able to juggle multiple workstreams while balancing day-to-day execution with long-term strategy
- Deeply curious and driven by a passion for enhancing customer experiences by combining smart technology with human insight
Day to day
- Lead the full customer Support function including triage, escalation, resolution, and communication of incidents and technical issues
- Handle team scheduling to maintain consistent, high-quality coverage across all time zones
- Deliver onboarding, training, and ongoing coaching aligned with KPIs, product changes, and team goals
- Set, monitor, and benchmark KPIs for quality, response speed, and customer satisfaction
- Develop scalable processes and workforce management practices to increase efficiency and reduce cost
- Oversee all customer contact channels — in-app, email, phone, and social media — ensuring prompt, high-quality responses
- Lead, mentor, and manage the Support team, including part-time staff, ensuring strong performance and professional growth
- Step in directly to handle member enquiries when required, maintaining service excellence
- Ensure the Support setup effectively meets the needs of our global member base, considering language, region, and time zone requirements
- Work with the leadership team on our AI and automation strategy to improve Support speed, accuracy, and cost-effectiveness
- Track and communicate the impact of automation; identify and resolve performance gaps or blind spots
- Suggest improvements on internal support tooling
- Be the internal product expert on app features and updates; ensure the team stays current on all changes
- Collect, organise, and report customer feedback — especially on new features — directly to the Product Leadership Team
- Monitor patterns in customer enquiries to identify emerging issues and represent the voice of the customer internally
- Review and respond to app store reviews, capturing sentiment and closing feedback loops in a quality manner
- Partner with Product and Design to shape and evolve the Support experience and infrastructure
- Manage the Support function’s budget and provide regular performance insights to senior stakeholders
- Maintain clear and up-to-date documentation of all Support systems, processes, and tools
- Own and maintain FAQs and Help Centre content to ensure accessibility, relevance, and alignment with product updates
- Leverage dashboards and data to assess team performance and identify opportunities for improvement
Pourquoi rejoindre Muzz ?
Nous sommes une startup dans le domaine de la technologie grand public, soutenue par Y Combinator (S17) et basée à Londres. Rejoignez notre équipe en pleine croissance et travaillez sur un produit extraordinaire qui est en train de changer le monde.
Un produit exceptionnel
Nous sommes l'application de premier plan dans ce domaine avec plus de 12 millions de membres dans le monde, et ce nombre ne cesse de croître !
Progression rapide
Travaillez avec des personnes talentueuses et généreuses sur des défis dont vous serez fiers de parler.
Une équipe diversifiée
Nous accueillons des personnes de tous horizons, apportant chacune leur perspective unique. Musulmans et non-musulmans, amoureux des chats et amoureux des chiens. Tout le monde est le bienvenu !
Participation significative
Nous travaillons tous ensemble pour réussir, et chaque membre de l'équipe reçoit sa part du gâteau.
Un hackathon chaque trimestre
Nous valorisons la curiosité et la création de quelque chose de farfelu (mais utile !). Chaque trimestre, nous formons des équipes au hasard et ensemble, nous construisons, codons et prototypons. Des prix et un dîner complètent la journée !
Voyages internationaux
Nous faisons voyager toute l'équipe vers des destinations incroyables deux fois par an pour créer des liens et s'amuser.
Événements réguliers
Mini-golf, randonnées, parties de cartes ultra-compétitives, nous avons tout fait. Peut-être serez-vous au prochain événement ?
Congés généreux / Jours de congé payés
Tous les membres à temps plein bénéficient d'au moins 33 jours de congé, quel que soit leur lieu de résidence.
Notre processus de recrutement
Nous sommes fiers de prendre des décisions de recrutement rapides.
Étape 1.
Soumettez votre CV.
Étape 2.
Un premier appel vidéo.
Étape 3.
Réalisez un exercice technique.
Étape 4.
Entretien (en personne ou à distance).
Étape 5.
Recevez une offre !
Join our team
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