City Of Bristol, England, United Kingdom
This range is provided by CRS. Your actual pay will be based on your skills and experience—talk with your recruiter to learn more.
( 3 Roles, each have 4-5 direct reports and own below remits for whole division)
Remote first, must be happy to travel to both Bristol and London for team meetings
My client is a mission‑led B2C Fintech with focus on enabling financial inclusion and a happier, healthier relationship with money across UK & US. They have a number of award‑winning products built into their B2C Bank Account, allowing consumers to have practical tools while educating themselves on financial decisions.
As they transition from start‑up to scale‑up, we are launching new products, building the brand and looking to streamline internal processes & policies to ensure maximum efficiency for our customers. We are adding a Team Lead layer to the customer support team.
Responsibilities
Each of the Team Leaders will have 4‑5 direct reports and you will be responsible for management, day‑to‑day support & overall employee wellbeing.
You will then take full ownership of your own remit, working alongside the Head of Customer Support to build relevant policies & procedures and work with wider business to ensure changes align with business goals.
Learning and Development
* Inspire, mentor & guide the customer support team to ensure the best level of service is given to our members.
* Build a streamlined & scalable onboarding, continuous learning & development structure to ensure all employees are hitting KPIs and feel confident in all tasks.
* Work with wider business to build educational papers for the CS team, including new product development and compliance changes.
* QA for the whole team & ensuring continuous improvement of back‑of‑findings.
Operations and Efficiencies
* Leading workforce management – rota planning, shift optimisation & balancing resources.
* Management & setting of KPIs and SLAs and build a tracking & review strategy for team members.
* Lead initiatives to improve productivity, address operational pain points and ensure business efficiencies.
CRM & Automation
* Product owner for our customer communication channel – Zendesk. You will design & own the CRM Roadmap.
* Identify opportunities for AI to reduce workload & develop the adoption of AI‑powered tools & vendors.
* Build & design reporting dashboards to track KPIs and report on automation success.
All 3 roles will work together & have a variety of ad‑hoc tasks, but hopefully the above summary gives a feel for each role.
Requirements
* Customer Support Team Lead experience in a Fintech, Payments or Tech start‑up / scale‑up culture.
* Worked in a B2C environment – comfortable managing a team with high volume of consumer queries.
* Comfortable working in a fast‑paced, changing environment & can evidence where they have added to a business’s success.
* Experience managing a remote‑based team with monthly travel (1‑2 a month).
* Evidence of building policies & procedures which are scalable for business growth.
* Seniority level: Mid‑Senior level
* Employment type: Full‑time
* Job function: Customer Service and Other
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