Customer support team lead

Customer Support Lead - SIPP

📍 Edinburgh based (Hybrid) | 💼 Investment Platform | 🕐 Full-Time


We’re hiring a Customer Support Lead to manage and grow a high-performing team delivering first-line support to financial advisers using our investment platform (Fintech)


About the Role

As Customer Support Lead, you’ll oversee a team of 5–6 specialists responsible for responding to Level 1 client queries via Zendesk. These range from trade issues and API access problems to fund inputs and branding queries. With around 50–60 active tickets at any time and short SLA timeframes, the ability to triage and escalate effectively is key.


You’ll ensure the team is clear on priorities, meeting SLAs, and collaborating effectively with other teams across the business. This is also a highly data-driven role — you’ll track and analyse trends, query volumes, and time spent, using this insight to influence product improvements and drive better outcomes for clients.


What You’ll Bring

* Proven experience in a customer support leadership role
* Excellent communication and people management skills
* Strong understanding of investment platforms, ideally within SIPPs, pensions, or IFA markets
* Analytical mindset with experience using support data to identify trends and improvements
* Solid problem-solving ability, capable of bridging technical and business conversations
* Commercial awareness to spot opportunities for process improvements, retention, and growth


Why Join Us?

You’ll be part of a mission-driven, fast-moving fintech that’s reshaping how financial advisers and clients interact with investment platforms. We value collaboration, initiative, and continuous improvement – and we’re building a team to match.