Key qualifications
* Proven experience in operations, supplier management, or customer support leadership (ideally within fintech, financial services, or tech).
* Strong track record managing third‑party suppliers and outsourced teams.
* Experience collaborating with customer support metrics and operational KPIs.
* Excellent stakeholder management and communication skills.
* Ability to balance strategic thinking with hands‑on execution.
* Strong analytical mindset with confidence using data to drive decisions.
Summary of position
QUALCO UK have a new consumer facing product that will revolutionise the way customers manage and handle their finances. ‘Togglit’ provides an innovative customer support service; enabling consumers to make payments, manage their budgets and seek financial and debt support and advice.
Reporting to the Director of Product, the Customer Support Lead will take ownership of our third‑party supplier ecosystem, with a particular focus on customer support delivery and operational excellence. This is a high‑impact role within a growing fintech business, combining direct operational management with strategic input across the wider organisation.
The Customer Support Lead will be responsible for ensuring our outsourced partners deliver exceptional customer experiences while supporting the operational and strategic goals of the company. Collaborating closely with internal stakeholders across Product, Compliance, Commercial, and Technology, they will help scale our operations as we continue to expand our financial wellness services to both B2B clients and consumers.
This role will suit someone who has proven experience in a similar role, is an analytical thinker, thrives in fast‑moving environments, enjoys building strong partner and stake holder relationships, and is comfortable balancing day‑to‑day operations with longer‑term planning and operating in ambiguity where structure does not yet exist. A proactive, ownership driven approach.
Key responsibilities
* Own relationships with third‑party suppliers, primarily customer support partners, acting as the main operational point of contact.
* Set and monitor performance expectations, including quality assurance and compliance standards, through SLAs, KPIs, and governance frameworks.
* Build reporting frameworks for operational performance to share with Leadership.
* Lead regular business reviews, and continuous improvement initiatives.
* Manage onboarding of new suppliers and support contract renewals or transitions when required.
* Monitor key metrics such as CSAT, response times, resolution rates, and escalations.
* Drive consistency of customer experience across channels and suppliers.
* Identify inefficiencies in process and implement solutions.
* Contribute to operational strategy, including customer journey decisions, and supplier resourcing models.
* Collaborate with Risk & Compliance to ensure regulatory requirements are embedded in supplier operations.
* Act in accordance with QUALCO regulatory requirements and best practice guidelines, including Consumer Duty.
Required skills and experience
* Experience in regulated environments (financial services, payments, or similar).
* Exposure to B2B and B2C operating models.
* Familiarity with customer support platforms and operational tooling.
* Experience scaling operations in a high‑growth company.
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