📍UK Remote / London / SheffieldDoes this sound like you? You’re a strategic, forward-thinking leader who thrives on creating structure, driving innovation, and building high-performing teams. With a passion for operational excellence, you bring a deep understanding of customer service and a knack for unlocking the full potential of tools, technology, and people. You’re as comfortable designing a global support model as you are diving into customer data, and you love turning complexity into clarity—delivering a seamless, scalable, and truly exceptional support experience.What you’ll be doing (in a nutshell): We are seeking an experienced and forward-thinking Director of Customer Service to elevate our support organisation. You’ll drive operational efficiency, implement scalable structures (first, second, and third-line support), and fully unlock the power of our Intercom and Fin AI investments. You will also introduce and optimise an outsourced, follow-the-sun support model, ensuring we’re ready to support enterprise clients 24/7.Your remit includes leading and developing our internal customer service team, championing automation and AI-led solutions, and building a sub-team focused on quality, tooling, operations, and training.Day-to-day you can expect to:Lead, Structure & Scale:Own the strategy and execution for our entire customer service function, ensuring a scalable, tiered model (first, second, third-line support).Redesign team workflows, roles, and KPIs to maximise efficiency and quality and ensure we meet different client segment SLAs.Build a high-performance service culture that thrives on innovation and continuous improvement.AI, Automation & Tooling:Maximise our investment in Intercom (and specifically Fin AI), rolling out automations, self-serve options, and AI-powered customer experiences.Identify opportunities for further automation across support channels and work with Product, Engineering and other internal teams to automate processes and improve customer experience.Work with Product Marketing to ensure every touch point, help article and AI conversation pulls from the same up-to-date knowledge base for our customers.Global Support Model:Implement and optimise an outsourced support layer for weekend, night, and overflow coverage, ensuring full global support coverage and responsiveness for enterprise clients and top-tier clients.Quality & Training:Build and lead a small specialised sub-team focused on quality assurance, tooling optimisation, support operations, and agent training.Foster a strong QA process and regular training to drive up CSAT and first-contact resolution rates.Customer Experience & Analytics:Use data and customer insights to continually improve our processes and service levels.Set and report on SLAs, and proactively identify trends, gaps, and opportunities.To be successful, you'll have:Proven experience leading and scaling customer support or operations teams in a SaaS or fast-growth tech environment.Strong knowledge of Intercom (or similar platforms) and hands-on experience with AI-powered support tools (ideally Fin AI).Demonstrated track record in driving automation and workflow redesign for efficiency and customer satisfaction.Experience building and managing an outsourced/global support function.Data-driven, analytical, and obsessed with delivering measurable improvements.Skilled at building structure, process, and high-performing teams from the ground up.A true innovator who embraces change and brings energy, creativity, and leadership to every challenge.Why Perkbox?In 2025, Perkbox and Vivup came together under one name: the new and evolved Perkbox.We joined forces to create something bigger and better - a single, unified platform built to care for, connect with, and celebrate employees in all areas of life. With more than 20 years of combined experience across public, private, SME and corporate sectors, we’re now supporting over 4 million employees across 7,500 organisations.From access to expert wellbeing services to help with the cost of everyday essentials, our expanded range of benefits and wellbeing tools meets people where they are - at work and beyond.Together, we’re redefining what employee benefits can be. And we’re just getting started.The Interview ProcessOur interview process involves 3 main stages:Short call with a member of the Talent TeamVideo call with Hiring Manager and one other team memberFinal Interview and task with two members of the teamOur average process takes around 2-3 weeks, but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process. If you have any specific questions ahead of this, please contact us on talent@vivup.co.ukWe’re committed to being an inclusive employer and creating a fair workplace for all. We encourage applications from candidates across all backgrounds, circumstances, ages, disabilities, ethnicities, religions or beliefs, gender identities, or sexual orientations.We\'re happy to offer reasonable adjustments during our hiring process. Just let us know, and we\'ll make it work for you. Your comfort and success matter to us! #J-18808-Ljbffr