Head of Customer Service Full Time NEW

You are a passionate Customer Service leader with a high-agency, metrics-obsessed mindset, ready to take full ownership of global operations and implement the rigorous structure necessary for scalable success.

At Unity Connect, we are looking for a senior leader who can bring structure and commercial thinking into a growing global support function, taking ownership of performance end-to-end across inbound and outbound operations.

As Head of Customer Service, you will lead and develop a customer service team with global coverage, build the right management structure, create a strong performance culture, and introduce the processes, reporting, and automation needed for long-term scale.

The role covers team performance, service quality, workforce planning, hiring, process improvement, and P&L ownership, and requires someone who is comfortable staying close to the detail while also building for growth.

You will work across service delivery, commercial performance, leadership development, and operational improvement.

Your Responsibilities

• Own the customer service function end-to-end across inbound and outbound operations, with responsibility for service quality, team performance, and commercial outcomes.
• Lead and develop a global customer service team, building the right management structure, clear accountability, and consistent standards across the function.
• Take ownership of the department P&L, balancing customer experience, operational efficiency, workforce planning, and cost control.
• Improve operational performance across service delivery, productivity, retention, customer satisfaction, and revenue contribution through data-led decision making.
• Review and improve processes, documentation, and operating standards to create a more structured and scalable function.

What You Bring

• Proven Leadership: You have led customer service teams of 50+ people across both inbound and outbound operations.
• Financial Ownership: You have experience owning a P&L and making decisions that balance customer experience, growth, and efficiency.
• Hiring and Leadership Development: You have hired across agent, team lead, and management levels, and supported people as they grow into leadership roles.
• Comfort with Systems and Data: You are confident working with tools, documentation, and data, and you are naturally curious about better ways of working.
• Strong Operator: You are comfortable staying close to the detail, solving problems quickly, and building structure for long-term growth.

We are looking for an “Extreme Owner” who treats KPIs as the ultimate source of truth. You should be a patient developer of people who prioritise coaching and professional growth and possess the analytical rigour to establish high-functioning systems from the ground up.

If you are ready to take ownership of our global operations, we’d love to hear from you. Please submit your CV today—we look forward to reviewing your application