Customer Service Lead Required in London - London

Customer Service Lead Required in London

EatClub Is One Of Australia’s Fastest Growing Tech Companies Backed By Iconic Chef Marco Pierre White And Trusted By Thousands Of Restaurants Across Australia And The UK. Our Mission Is Simple

Help restaurants fill empty tables. Help diners discover last-minute dining deals. Help the hospitality industry thrive.

With more than 2 million diners on the app and rapid global expansion, we are building something special and exceptional customer support sits at the heart of it.

We don’t just answer questions. We build genuine connections, create memorable experiences, and make our users feel part of our journey.

If you are a hands-on leader who loves coaching, culture building and delivering standout customer service, this role is for you.

The Role

This is not a “keep the lights on” support role.

Reporting to the Head of Customer Experience, you’ll take ownership of a high-potential CS function, bringing structure, clarity, and leadership to a team that’s looking for guidance rather than control.

The systems are catching up.
The team is there (offshore 30+ and growing).
What’s missing is strong, human leadership.

If you enjoy building belief, developing your team, and creating order without needing perfect conditions, this role will stretch you in the right ways.

What You Will Be Doing

Lead and Inspire the Team
Build strong relationships with offshore support teams
Lead from the front, setting the standard for high-quality communication and customer care, and stepping into inboxes whenever needed
Foster a positive, supportive team environment and be a champion of the eatclub brand
Keep the team connected and engaged through regular check ins and activities
Own Daily Customer Operations
Manage support queues across email, chat and phone
Monitor response times during peak AU and UK hours, with a strong understanding of performance metrics and the levers that drive them
Handle escalations and ensure timely resolutions
Adjust shifts to maintain solid service coverage
Coaching, Training and Growth
Coach and develop team members through regular feedback, training and support to develop individual performance
Contribute to building and scaling the team, including assisting with recruitment, interviews
and onboarding
Run regular one-to-ones and expectation setting sessions
Support training on communication, product knowledge and processes
Identify team members ready for new responsibilities
Improve Processes and Quality
Identify recurring issues and recommend improvements
Work with the Support Operations Manager to refine workflows
Ensure processes are followed and kept up to date
Maintain Communication Excellence
Uphold a consistent tone across all markets
Coach the team on clarity, empathy, structure and professionalism

What We Are Looking For

2-3 years in a Customer Service leadership role (Lead / Senior / Supervisor level)
Strong communication skills and ability to coach and inspire
Hands on leadership style and willingness to lead from the front
Experience guiding remote teams
Passion for helping people grow
Availability to work evenings and weekends when required

Extra points if you have

Hospitality, marketplace, or SaaS background
Experience working with offshore teams
Familiarity with HubSpot or similar CRMs

Why You Will Love EatClub

Join a fast growing Australian start up expanding across the UK and AU
Recently raised 18.2 million in funding
Real career progression and leadership growth opportunities
Work with a supportive, collaborative leadership team
Staff discounts and dining vouchers to enjoy through EatClub
Your work has immediate impact in a fun, energetic environment

Ready to Apply?
https://www.linkedin.com/jobs/view/4361916479/?

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