Sons | B Corp™
Head of Customer Care
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Head of Customer Care
Location: London/ Hybrid, 3 days per week in the office
A bit about Sons
Sons was founded in 2019 by Will and Adrian, driven by their own struggles with hair loss and the lack of accessible, affordable treatment options. Today, Sons is a certified B Corp digital health company on a mission to make men’s health more open, optimistic, and effective.
We bring together physicians, pharmacists, scientists, technologists, and creatives to tackle the reality that most men don’t seek help for issues like hair loss. Through our telehealth platform and cloud pharmacy, we deliver clinically proven treatments straight to their doors—safely, affordably, and discreetly.
With over 500,000 men treated across the UK, Ireland, and Germany, and a Series A €6.75M funding round, we’re expanding into new markets and channels. Our goal? To help every generation of sons live healthier, happier lives.
Job Summary
The Head of Customer Success will own, manage, and scale Sons’ customer success team within D2C and Amazon. The candidate will be responsible for overseeing and managing a team of 6 agents.
The role is responsible for overseeing the function and the associated tooling, KPI reporting and budget management. The successful candidate will have strong experience in leading a customer success function or managing a team within a CS function. This is a great opportunity to lead a team in a high growth environment.
Key Responsibilities
Leadership & Team
- Take ownership of a 6-person team, retaining institutional knowledge and team morale.
- Coach, develop and performance-manage Customer service Agents and the Medical Aftercare agent.
- Build the hiring plan and org design for a growing team, including new roles, shift/coverage models and career paths for agents.
Operational Excellence & Technology
- Own Zendesk configuration, workflows, macros, quality assurance and SLA performance across both channels.
- Own the roadmap for Digital Genius and other automation/AI tooling while balancing containment and efficiency against customer experience quality.
- Manage workforce planning and scheduling across D2C and Amazon volumes, including seasonal peaks.
- Oversee Amazon-specific support requirements: Buyer-Seller messaging SLAs, A-to-z Guarantee claims, and review/feedback management.
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Compliance & Patient Management
- Provide close oversight of the Aftercare agent specialist medical queries, ensuring safety- and health-related escalations follow clear, documented protocols and loop in medical director where needed.
- Oversee escalation pathway with medical director for patient complaints or concerns.
Commercial Ownership & Reporting
- Own the annual customer care budget.
- Develop and build on KPI reporting leveraging AI tools and automation.
- Develop out key metrics such as cost-to-serve and build the business case for future headcount or tooling investment in terms of retention and lifetime value impact, not just cost.
Retention & Brand Partnership
- Work hand-in-hand with the Head of Retention to turn support interactions into a retention lever: cancellation/save flows, win-back, proactive outreach to at-risk customers.
- Partner with Marketing/Brand to ensure support tone, messaging and escalation handling reflect brand values, and to feed customer insight (complaints, themes, sentiment) into brand and product decisions.
- Own and report on CX-to-retention metrics (e.g. save rate, NPS/CSAT, repeat purchase impact of support interactions), not just service-desk metrics.
Candidate Profile
Essential
- 5+ years in customer experience/support leadership, including managing a team.
- Background in D2C or subscription consumer brands (wellness, health, beauty or similar), with genuine understanding of subscription/cancellation dynamics.
- Hands-on experience with Zendesk (or a comparable platform) and with AI/automation tools used in support (chatbots, workflow automation, macros).
- Experience supporting a marketplace channel (Amazon Seller/Vendor Central) alongside a D2C site.
- A track record of connecting customer service KPIs to retention and revenue outcomes, ideally through direct partnership with marketing / retention teams.
- Strong people leadership: experience hiring, coaching and developing agents, including navigating team transitions with sensitivity.
- Commercially literate: comfortable owning a budget and building ROI-based cases for investment.
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Desirable
- Experience in a health, wellness or other quasi-regulated consumer category, with an understanding of safeguarding and escalation protocols for sensitive customer queries.
- Experience scaling a support team through a period of growth (new channels, markets or significant volume increases).
- Direct familiarity with Digital Genius or a comparable conversational AI/CX automation platform.
- Experience building or improving a formal "voice of customer" feedback loop into brand and product teams.
Diversity, Equity, & Inclusion
At Sons, we are committed to fostering a diverse, equitable, and inclusive workplace where every individual is valued and respected. Our recruitment and selection process is guided by policies that ensure non-discrimination, merit-based promotion, alignment of job descriptions with equal opportunities principles, fair treatment for all applicants, regular review of selection criteria, panel interviewing for objectivity, non-discriminatory interview questions, assistance with application forms as needed, and unbiased selection decisions. We believe that diversity drives innovation and creativity, and we are dedicated to creating an environment where every employee has equal opportunities for growth and success.
What we offer
- 26 days holiday (plus bank holidays throughout the year)
- Salary Sacrifice Pension (includes both employer and employee contributions)
- Flexible working environment (3 days a week in office)
- Work form anywhere policy
- Flexy working hours policy
- Cycle/Bike to Work Scheme
- Private Medical Insurance via Vitality (at discounted rate)
- Free access to Aviva Digicare services
- Free access to ‘Mintago’
- Gym discounts
- Multiple salary sacrifice schemes
- Over 100 retail discount vouchers
- Access to free financial advisor consultations
- Discounts to Sons products for you, your family and friends
- Regular team socials and yearly offsite
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