Job Description We’re Hiring: Customer Support Leader (B2B Focus | Fintech) - Perm - Edinburgh
Are you an experienced customer support leader ready to drive real strategic change? We’re looking for someone who can elevate our B2B service model — moving beyond tactical support to deliver outcome-based, customer-first solutions.
In this senior role, you’ll lead a talented team to deliver an exceptional customer experience, embed data and insights into everything we do, and build a scalable support function that drives business growth.
You'll work closely with our Head of Operations and Servicing, and Head of Customer, playing a key part in shaping our future service strategy and exceeding industry standards.
What you’ll be doing:
✅ Own the end-to-end customer outcomes for your team, ensuring service targets are exceeded
✅ Transform workflows and drive operational improvements to boost customer satisfaction
✅ Shift the mindset from reactive to proactive, embedding outcome-led support practices
✅ Enhance customer communications for our diverse B2B customer base
✅ Own and refine customer service processes and controls, ensuring continual improvement
✅ Build insightful reports from customer data, presenting trends and recommendations to senior leadership