Head of Customer Services Full Time NEW

Company Description

At Giraffe360, we are dedicated to helping properties tell their unique stories through innovative technology. Our solutions enable photographers and real estate agents to capture a property once and transform it into a full suite of media assets, including photography, videos, floor plans, virtual staging, and property websites. By presenting properties with clarity and impact, we create immersive experiences that allow buyers not only to see spaces but to truly connect with them. Giraffe360 is shaping the future of property marketing with a mission to showcase properties at their best.

🚀 We’re growing – and we’d love you to grow with us

Giraffe360 is looking for a Head of Customer Services to lead the next phase of our Customer Service Function, creating a more unified, scalable model that supports our growth.

This is a key leadership role. Giraffe360 already has a fantastic agentic support & Customer Success team, bringing together a lean human agent team, with AI based support & triage maintaining a 95%+ CSAT score & great customer feedback, with team leadership in place. We are looking to build our, bringing together project & processing support, hardware & bug fixes, Onboarding, Activation & Retention to create a more joined up experience, and help shape how Customer Service works in a scaling tech business.

You’ll play a big part in ensuring our support function is efficient, connected across multiple disciplines, built for global delivery and covering the client’s entire Giraffe360 pipeline. That means improving how issues are handled, spotting patterns and opportunities, and helping us continue to develop our customer service engine.

This role would suit someone who enjoys working at pace, is comfortable with change, and can combine strategic thinking with a hands on approach.

What you’ll be doing

• Lead and evolve a unified support function that delivers a seamless experience across project & processing support, hardware & bug fixes & collaborating with our agentic team
• Cement the role of Customer success in focusing on Onboarding, activation & retention – and work on the renumeration structures & team building to drive key customer metrics.
• Build scalable processes, tools and ways of working that improve service and reduce friction
• Use data and insight to improve performance, identify root causes and drive smarter decision-making
• Lead, coach and develop a high-performing team with clear standards and strong accountability
• Act as a senior point of escalation for complex or business-critical issues
• Help shape a support model that works for a fast-growing, product-led company, across a growing number of geographies
• Drive continuous improvement across service, systems, automation and self-service
• Partner across teams to ensure support is connected, commercially aware and aligned to business priorities

What we’re looking for

• Experience leading complex Customer Support teams
• Experience leading Support functions outside of purely agentic, ticket focused systems with experience in service delivery or operations in a tech, SaaS or product-led business
• An interest in photography, imaging technology, or experience supporting media generation or machine learning-driven products at scale
• A track record of building or improving support functions & systems in a growing company
• Strong experience working cross-functionally and with geographically distributed teams
• Sound judgement and a practical, problem-solving mindset
• Confidence using metrics, trends and operational insight to improve performance
• Strong people leadership skills, with the ability to build trust, raise standards and create momentum
• Someone flexible, adaptable and comfortable working in a business where things move quickly
• Someone who can travel to our offices in Latvia and be flexible with contracted hours on occasion, as we transition to a 24-hour global support function

👀 About you

You’re proactive, organised, and enjoy working in a fast paced environment where priorities can change and initiative is valued.

You’re someone people enjoy working with, approachable, dependable, and calm under pressure. You don’t wait to be told what to do. You spot what needs doing and get on with it.

You’ll thrive here if you’re:

• A builder, not just a manager
• Energised by growth, pace and change
• Low ego, high ownership
• Curious and solutions focused
• Confident making decisions in ambiguity
• Passionate about creating a great customer experience while building something scalable behind the scenes

We don’t micromanage. We hire people we trust

🎁 What we offer

• Competitive salary (£80,000 – £100,000 Base) with bonus opportunities
• Hybrid working – 2 days per week in our Ancoats city-centre office (Mondays & Thursdays)
• 25 days annual leave plus bank holidays
• Paid day off for your Birthday
• Enhanced parental leave and pay
• Private Health Insurance
• Regular team socials and events
• Training, development, and genuine career progression opportunities