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Job Title: Head of Customer Service
Salary: c£55k - £80k dependent on experience plus benefits
Location: Glasgow (hybrid - 3 days per week in office)
Shape how we grow – and grow with us!
Are you an experienced Customer Service leader with a passion for transformation, people, and process? Do you believe in scaling excellence, enabling high-performing teams, and creating brilliant customer journeys through insight, technology and care?
If that sounds like you, then the role of Head of Customer Service at Macs Adventure might just be your next great journey!
Reporting to our Chief Operating Officer, you’ll take the lead in transforming our global customer service function into a proactive, insight-driven, tech-enabled powerhouse. From embedding automation and self-serve tools to crafting meaningful human interactions across multiple markets, your impact will be felt from the booking button to the trailhead – and beyond.
At Macs Adventure, we create “Macs Moments” for tens of thousands of travellers each year through self-guided walking and cycling holidays. Our success relies on the seamless experiences we deliver and the meaningful connections we make with every customer, in every interaction. That’s where you come in.
Why Macs Adventure
We’re a scaling adventure tour operator on a mission to be the leading global brand in self-guided, active travel. We’re not just growing; we’re scaling with purpose.
This is your opportunity to join a business at the inflection point of momentum, where your impact is tangible, your ideas are valued, and your career can grow with us.
Welcoming over 30,000 customers on over 600 walking and cycling trips to destinations around the world, we employ over 180 people across the UK, US and Germany who share our purpose to create #macsmoments by leading, advocating & enabling self-guided, active travel as a positive force for people and planet.
In November 2024, we proudly achieved B Corp certification, marking a significant milestone in our journey toward sustainable, values-driven growth.
Our Culture
We’re an ambitious, forward-thinking business with a bold vision for the future, and our culture reflects these ambitions. We’re an action-oriented, fast-paced organisation and we like to have fun along the way. We’re looking for people who can grow with Macs and who can see the scaling journey. It’s not the easy route and we’re looking for people who enjoy challenges, love learning, want to make an impact and align with our core values:
What you’ll do;
In this role, you’ll shape the future of customer service at Macs Adventure and build a high-performing, customer-first team that’s scalable, insight-led, and future-ready.
In your first 12 months, you will:
What you’ll bring;
• Experience leading large customer service teams in high-volume, multilingual environments.
• Proven track record scaling service functions in fast-growing, digital or travel businesses.
• Strategic mindset with hands-on execution skills.
• Strong knowledge of CRM platforms (Zendesk, Hubspot) and automation/AI tools, and experience optimising and transitioning technology stack.
• Strong analytical capability – turning insight into action.
• Experience managing managers and building culture across remote/hybrid teams.
• Comfortable with ambiguity, change, and high-growth environments.
• Empathy, curiosity, and a drive to do the right thing for customers and colleagues.
Not essential, it would be a bonus if you;
• Have a relevant degree or qualification in Customer Experience, Operations or Business.
• Have experience in travel or a passion for adventure.
• Have worked across multiple markets including UK, US and EU.
• Are qualified in Lean Six Sigma, CX or project management.
The knowledge and skills we’ve listed represent “the perfect candidate”. No one’s perfect and we know the ‘confidence gap’ can stop brilliant people applying. If you love the sound of this opportunity please apply, we’d love to hear from you.
You could belong here;
To deliver adventures for more than 30,000 customers we need to build a company that’s reflective of their diversity. We’re building an inclusive workplace that promotes and values difference, where everyone, from any background, can do their best work and be proud to belong.
What we’ll offer
As well as your salary;
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