Head of Customer Experience

TheKiddoSpace; United Kingdom; On-site; EUR 50,000 - 120,000; Full time

Job description

Join to apply for the Head of Customer Experience role at TheKiddoSpace.

This fast-growing DTC company has doubled its revenue every year since 2021, and is now ready for a Head of Customer Experience to take it to the next level. Are you the right person for the challenge?

TheKiddoSpace is an 8-figure global eCommerce brand, selling kids’ products in 20+ countries. Since our launch in 2022, we've skyrocketed from $0 to multiple 7-figures in our first year, hit 8 figures in 2023, and surpassed €30M+ in revenue in 2024. Now, we’re scaling to €75M in 2025 and 9 figures in 2026—and we need a world-class Head of Customer Experience to help get us there.

We're looking for a strategic leader who can redefine what exceptional customer experience means in eCommerce. Someone who not only understands customer satisfaction but also drives retention, loyalty, and lifetime value. This is a role for the top 1%—a visionary who can build and lead a team, create innovative CX strategies, and turn every customer interaction into a brand-defining moment.

If you're ready to shape the future of customer experience at a hyper-growth brand, let’s make something REALLY BIG together.

Our COO, Gonzalo Fernandez, has recorded a short video explaining our expectations and what success looks like in this role. This is your chance to ensure you're truly aligned with what we’re looking for.

IMPORTANT: Make sure to watch it before applying!

Qualifications

• Proven experience as a Customer Support Manager or Head of Customer Experience in a D2C e-commerce brand.
• Strong understanding of consumer psychology and the best practices of customer support.
• Advanced management skills.
• Strong ownership attitude, with a can-do attitude to always push for improvement.
• Proficiency in analyzing data to drive creative decisions and optimize performance.
• Excellent verbal and written communication skills.
• Proficiency in customer support tools and software such as Gorgias or other CRMs.
• Strong understanding of social media platforms and their best practices.
• Ability to work in a fast-paced environment and manage multiple projects simultaneously.
• Outgoing personality with excellent social skills.

Responsibilities

• Continuously analyze the entire company with a 360 view (looking at all departments) to identify areas of improvement for customer satisfaction and subsequently create the necessary action plans, monitoring tools, feedback loops, etc.
• Create the necessary systems to improve the experience of our customers, with a focus on NPS by maximizing promoters and reducing detractors.
• Master the AGILE framework for project management, to implement new initiatives that will boost customer satisfaction, monitor their implementation and results, take feedback and repeat.
• Supervise our Customer Support managers (currently 2 - one dedicated to email and one dedicated to social media) to ensure proper operations and continuous improvement & excellence across all areas.
• Work with our Customer Support managers to ensure that our suppliers and warehouse have appropriate processing times, order replacement management, etc.
• Work with our Customer Support managers to ensure that KPIs are in line with our strategic priorities, as well as continuously pushing for their improvement.
• Represent the company in discussions and negotiations with our factories and warehouse to ensure that aspects that could harm or improve the customer experience are covered, such as defect rate, improved product design, better processing, etc.
• Ensure that the brand has the best Trustpilot rating and presence possible, by boosting the number of positive reviews and perception of the brand in the platform.
• Ensure that the brand has the best Amazon Reviews and support possible, by boosting the number of positive reviews and perception of the brand in the platform.
• Take care of recruiting new customer service agents, for both chat and phone assistance.
• Setting up the necessary SOPs to train new customer service agents promptly and achieve efficiency as fast as possible.

Our Core Values

• Respect: We value every individual’s dignity and foster inclusivity and trust.
• Integrity: We do the right thing, always.
• Transparency: Open, honest communication is key.
• Ownership: We hold ourselves accountable and learn from mistakes.
• Growth Mindset: We continuously strive for improvement, both individually and as a team.
• Hard Work: Dedication and commitment drive our success.

Why Join Us?

• Growth: From $0 to $30M/year in under 3 years. Our goal? $100M/year in the next two years.
• Dynamic Culture: Challenge and support each other to grow.
• Professional Development: Infinite opportunities as we scale to 9-figures.
• Perks: Yearly paid vacations, funded learning & mentorship opportunities.
• Healthy Competition: Drive continuous improvement with a competitive mindset.

Compensation

Salary is negotiable. We are seeking the best talent and don’t want salary to be a barrier—it will reflect your skills, experience, and the value you bring to the company.

To apply

Fill out this Google Form to apply.

Note: Due to the high volume of applications, we may not be able to respond to all candidates individually. If you do not hear from us within 1 month, please consider your application unsuccessful. Thank you for your understanding and interest in this role!

Seniority level

• Executive

Employment type

• Full-time

Job function

• Customer Service
• Industries: Online and Mail Order Retail