Customer Support Manager

4 days ago

Edinburgh, Edinburgh, United Kingdom Modulr Finance Limited Full time
About the Role

We are seeking an experienced and dynamic Customer Support Manager to lead our customer support team at Modulr Finance Limited. The ideal candidate will have a strong background in customer service, excellent leadership skills, and a deep understanding of fintech products and services.

Key Responsibilities
  • Lead, mentor, and manage a team of customer support representatives.
  • Conduct regular performance reviews, providing timely feedback and regular coaching.
  • Lead daily customer support operations to ensure timely and effective customer inquiries and issues resolution.
  • Develop and implement customer support policies, procedures, and standards.
  • Monitor and analyse support metrics to drive continuous improvement.
  • Ensure high levels of customer satisfaction by delivering exceptional support experiences.
  • Address regulated complaints in a compliant manner that delivers the best outcomes for our customers and Modulr Finance Limited.
  • Develop training programs and materials for new employees and ongoing team development.
  • Prepare regular reports on support team performance, customer satisfaction, and key support metrics.
  • Use data-driven insights to make informed decisions and recommend process improvements.
About You
  • At least three years experience in a Customer Support/Service managerial role, preferably within the technical or financial services.
  • Proven leadership and management skills, with the ability to motivate and inspire a team to achieve goals and targets.
  • Experience of operating in a regulated industry with responsibility for complaint handling.
  • Familiarity with customer support software and tools, including CRM systems and ticketing platforms.
  • Strong analytical skills with the ability to interpret data and make data-driven decisions.
  • A bachelor's degree in business, technology, or a related field is advantageous but not essential.
What We Offer
  • Share Options Incentive Scheme
  • Company Bonus - the more successful we are together, the more company bonus we offer
  • Enhanced Pension
  • Flexible benefits - £1000 to spend on a variety of benefits for you to choose from which suit your lifestyle and needs
  • Perkbox - enjoy freebies and discounts on many other products and services
  • 33 days holiday (including bank holidays) + your birthday off - choose which days you take off to relax and/or spend time with loved ones
  • Learning Opportunities – on joining Modulr Finance Limited you will embark on our 3-day onboarding programme to be equipped with the Modulr know-how and arm you with the tools you need to be successful from day 1
  • Modulr hands-on - join your colleagues for our company-wide events throughout the year.
Our Commitment to Diversity and Inclusion

We want you to know that the things that make you, you — like your identity, age, ability, and background — are things that we will always celebrate and support with open arms. As such, we are keen to maximise the diversity of our workforce and actively encourage applications from anyone and everyone.

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