We’re looking for a Head of Customer Happiness to lead and inspire an outstanding team of specialists, helping families at the heart of Yoto.

About Yoto

Yoto is a screen-free interactive audio platform for kids. We make carefully connected audio players that kids control, with no microphones, cameras or ads. We have a catalogue of audio that inspires creative play and learning with 1,000+ titles in our card store from top creators, publishers and labels - think Disney, Marvel, Roald Dahl and Universal Music. We also create Yoto Originals like this one.

• Voted the 14th fastest-growing private software technology company in Britain in The Sunday Times 100 Tech 2025; and named the 94th fastest-growing company in Europe in the prestigious FT1000.
• Ranked 9th in Fast Company's Most Innovative Companies in 2024; and featured in the Sifted 100 fastest-growing startups across the UK&I by revenue growth.
• Featured in Bloomberg’s 25 UK startups to watch in 2023; and ranked second fastest growing tech company in the UK in the Deloitte Fast50.
• Named one of TIME Magazine’s Top 100 Inventions of 2020.
• We’re 180+ employees spread across the UK, US, France, Australia, Canada, Singapore and China.. and growing!

We’re on a mission to be the soundtrack of childhood, and help families on their own unique adventures. By creating products that inspire independent play, we help families discover and grow with an inspiring world of audio - and we would like you to help us achieve it! 

Yoto’s Customer Happiness Team

Our growing team of customer happiness specialists, based in the UK, US and APAC are at the very centre of Yoto life, collaborating across every team and helping families via multiple channels such as email, live chat, social media and voice calls. This new role will report to the Chief Operating Officer, and lead and grow our team of Customer Happiness specialists and trusted partners, supported by our senior Customer Happiness Operations Manager.

What you’ll be doing:

• Define and drive Yoto’s customer happiness strategy, providing a best in class experience that makes every interaction seamless, fun, and keeps families engaged.
  
• Lead, mentor, and develop a high performing internal customer happiness team of ten across multiple time zones, fostering a culture of collaboration, innovation, and continuous learning.
  
• Oversee third party and internal workforce management and resource allocation to ensure optimal coverage and efficiency, balancing service levels with cost-effectiveness. Implement workforce planning tools and forecasting models to anticipate demand and adjust team capacity accordingly.
  
• Shape and scale Yoto’s customer happiness function at speed, identifying skill and policy gaps, structuring the team for success and global resilience.
  
• Be the voice of our Yoto families. Foster strong cross-functional relationships, ensuring seamless collaboration between tech, operations, quality, marketing, community and legal teams. Build trust and ensure safety. Feedback and prioritise customer led hardware and software improvements.
  
• Lead from the front by actively engaging with customers when necessary, handling complex escalations with professionalism and empathy while setting a high standard for the team.
  
• Design strategy for new tooling, technologies and work closely with our senior Customer Happiness operations manager to implement, and manage our third party vendor relationships to create an exceptional customer experience.
  
• Crystallise, communicate and leverage customer insights and data analytics. Identify trends, pain points, and opportunities to enhance customer experience. Drive process improvements and support customer retention strategies.
  
• Design and implement customer success through personalised engagement and value-driven support.
  
  

What you’ll bring:

• Experience leading a customer service function and managing a hybrid international team of customer specialists and third party providers
  
• Strong leadership and people management skills with a track record of developing and motivating high-performing teams
  
• Exceptional communication and stakeholder management skills, with the ability to influence at all levels
  
• Strategic data-led thinking, with the ability to report, interpret and leverage data insights to improve service quality and business performance.
  
• Proven experience implementing next generation customer service technologies, including AI and automation tools, to enhance efficiency and scalability
  
• Expertise managing high-stakes customer issues with professionalism and strategic problem-solving
  
• A high degree of positivity, proactivity, ownership and integrity, with a low ego, 10x learning mentality and sense of fun.
  
• Experience managing change and ambiguity, scaling a customer focused function in a high growth environment
  
• Ability to think big picture, with an open mindset excited by the opportunity to continuously develop and improve the way we operate.
  

Bonus points for:

• Additional languages, and/or international experience;
  
• Experience working with connected physical devices, edtech or content industries;
  
• Trust, safety and moderation experience.
  

 
Salary: £70,000 - £85,000 based on experience

What you can expect from Yoto:

• Flexibility: Hybrid working with a choice based approach - we would love you to come into the office as much as possible, with a minimum of once a week. Take advantage of our ‘work from anywhere’ policy to work from a different location for up to 6 weeks every year. Summer Hours policy to use between the months of June and August.
• Financial: Generous share option programme so you’ll be invested in Yoto’s success. Receive Income Protection, covering long term sickness for up to 2 years and company sick pay that increases with length of service. Life Assurance cover from day one of your service. Workplace Pension offering up to to 3% employer contributions, following probation. Generous employee referral bonus scheme.
• Health & Wellness: Private Medical Insurance via Aviva, or a Wellbeing Allowance to be used for memberships, subscriptions, treatment or therapy. Access to 24/7 Employee Assistance Programme (EAP) through WeCare and unlimited access to Dental advice and guidance via Toothfairy. Bike to work scheme to promote healthier lifestyles.
• Time Off: 25 days of holiday per year, plus bank holidays. On top of this, you also receive your birthday off, plus 1 extra day of holiday for every year worked after you hit your 2 year anniversary, up to 5 extra days. After 4 years of service, you are also eligible for our sabbatical policy offering up to 3 months' of unpaid sabbatical.
• Helping Families: Variety of family-friendly leave, including enhanced maternity, paternity, adoption, fertility, pregnancy loss and carers leave. Unlock savings with our workplace nursery scheme, designed to support parents of preschool-aged children.
• People & Planet: Up to 2 volunteer days a year. A Book Allowance of up to £50 a year to contribute to your professional development.
• Fun Perks: You receive your very own Yoto player and starter pack of cards! Regular company socials and celebrations, including our annual YotoFest!

Equity and Diversity

At Yoto, we love creating a world where childhood is rich with discovery and joy. We’re also passionate about building a workplace where everyone can thrive - both professionally and personally. We value flexibility and give our team the freedom to balance life and work in ways that suit them.

We're committed to fostering a safe, diverse, and inclusive environment where all individuals, regardless of their background, feel valued and supported. Our Diversity, Equity and Inclusion group holds bi-monthly forums to elevate diverse voices and perspectives, ensuring everyone at Yoto feels heard, respected, and appreciated.

We don’t just embrace differences - we celebrate them. We share audio content from a vibrant and diverse community of creators (check out our DEI selection), and we are building a team that reflects that same diversity. We invite candidates from all walks of life to explore opportunities with us and join a company that champions flexibility, equity, and inclusion. Take a look at our website for more information on our approach to People and Planet.

Please only apply or engage with Yoto jobs posted on our careers page (careers.yotoplay.com or careers.yotoplay.com/en). All correspondence from our Talent team will only come through Teamtailor, our application tracking system.