JOB DESCRIPTION
Your responsibilities will include:
- Build a high-performing customer support function from the ground up, overseeing tools, processes, and performance metrics.
- Manage and develop a growing team of customer support professionals, currently composed of nine agents and three team leads based in Nigeria, with potential to double or triple as we scale.
- Implement and optimize support tools such as Zendesk to improve ticketing, response times, and overall service quality.
- Ensure the team is trained and meets industry standards for customer care within three months, while driving toward operational excellence within six months.
- Regularly conduct training sessions to upskill team members and maintain high performance across all channels.
- Collaborate with cross-functional teams to align customer support initiatives with broader product and business goals.
- We’re defining success as our Director of Customer Support building one of the best customer success/support teams in UK fintech.
- Establish and maintain industry-leading SLAs
- Continuously monitor and improve key performance indicators (KPIs) such as Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS), striving to be in the top quartile of UK fintechs.
- Travelling quarterly (for weeks at a time, if necessary) to conduct team trainings and to spend time on the ground with your organization
We’re looking for someone with:
- 5+ years of experience leading customer support teams within consumer fintech. Start up / scale-up experience is an absolute must have.
- Proven experience managing remote teams, particularly across global or emerging markets. You must have experience managing leads, and managing a team of at least 10 agents in the past.
- Demonstrated ability to build and scale customer support functions from scratch, including selecting and implementing necessary tools and systems.
- Familiarity with support infrastructure like Zendesk and other ticketing systems.
- Hands-on leadership style with a focus on empathy, collaboration, and developing team capabilities.
- Willingness to travel frequently to meet with team members and support the development of on-site capabilities as needed
- Culture fit - someone who embodies our values of grit, no ego, technical depth, curiosity, and passion.
If you’re a hands-on, empathetic leader with experience in scaling customer success teams and a passion for delivering exceptional customer experiences in fintech, we’d love to hear from you.
What we can offer you
- Culture -We put our people first and prioritize the well-being of every team member. We’ve built a company where all opinions carry weight and where all voices are heard. We value and respect each other and always look out for one another. Above all, we are human.
- Learning - We have a learning and development-focused environment with an emphasis on knowledge sharing, training, and regular internal technical talks.
- Compensation - You’ll receive an attractive salary, monthly bonus, pension, health insurance, and 25 days of annual leave.
What to expect in the hiring process
- A preliminary call with one of our recruiters.
- A 45-minute interview with our Director of Operations, UK
- A 60-minute panel interview with our Head of People and our Chief Compliance Officer, UK
- A 45-minute interview with your future manager, our CEO, UK.
Salary
Competitive
Monthly based
Location
City of Westminster, England, United Kingdom
Job Overview
Location
City of Westminster, England, United Kingdom
