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Customer Service Team Lead

1 month ago

London, Greater London, United Kingdom Chip Full time
Job Description

Job Title: Customer Service Team Lead

Job Summary: We are seeking an experienced Customer Service Team Lead to join our team at Chip. As a Customer Service Team Lead, you will be responsible for managing a team of customer support agents, reporting directly to the Customer Service Manager, and focusing on meeting customer service targets and KPIs.

Key Responsibilities:

  • Manage and prioritize customer contact volumes to ensure the team delivers consistently high-quality, responsive service.
  • Support team members and customers with a strong understanding of our products, proactively seeking ways to elevate the customer experience.
  • Accountable for achieving targets, identifying and resolving service issues, and monitoring real-time analytics to remain within SLA requirements.
  • Lead, motivate, and support the Customer Service team, conducting probation reviews and regular 1-2-1 meetings.
  • Set and monitor personal OKRs, identifying areas for development and growth, and drive performance management and assist in recruitment processes.

Requirements:

  • Proven leadership experience, including remote team management in a shift environment.
  • Knowledge of management techniques and data-driven decision-making.
  • Track record of setting and meeting targets and KPIs.
  • Ownership mentality in customer issue resolution.
  • Extensive use of support tooling (Intercom preferably).
  • Analytical skills to interpret data, identify trends, and drive insights.
  • Strategic mindset with troubleshooting and multi-tasking abilities.
  • Exceptional communication and negotiation skills.
  • Adaptable to shifting priorities and refining the customer journey.
  • Solid knowledge of regulatory standards (FCA, GDPR, KYC/AML).
  • Customer-centric approach with a knack for enhancing customer experiences beyond issue resolution.

What We Offer:

  • Competitive salary of £34,000 - £37,000 per annum.
  • Discretionary share option bonus.
  • Workplace pension scheme.
  • Private medical insurance (medical history disregarded).
  • Employee Assistance Programme.
  • Cycle to work scheme.
  • Season ticket loan.
  • Free ChipX subscription for UK-based employees.
  • Flexible working arrangements.
  • Unlimited holiday (policy not to count).
  • Annual £1500 Personal Learning Allowance.
  • £30 per month Chip Fitness Benefit to suit your Mental/Physical Wellbeing.
  • Company laptop.
  • Opportunity to have a huge impact on our product while fast-tracking your knowledge, responsibility, and skills in a high-growth fintech startup.

Our Interview Process:

  1. Video screen with someone from our Talent team.
  2. Short take-home task.
  3. Video interview with the hiring manager.
  4. Final interview with the Head of Customer Success.

About Us:

Chip is a fast-growing fintech startup building a wealth app for our community. We're driven and passionate people, but no one takes themselves too seriously. We have a few awards under our belt, including Best Personal Finance App at the 2022 & 2024 British Bank Awards.

Our Values:

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and home life. As a growing business, we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us, and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status, or caring responsibilities.