Customer Support Team Lead
Employer: Chip
Location: Fully Remote
Temporary: 12 months fixed term contract
Working hours: Full time
Salary: £30,000 - £35,000 per annum
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What you can expect to be doing:
As a Customer Support Team Lead, you’ll be responsible for managing a team of 5 customer support agents, you’ll report directly to the Customer Support Manager, focusing on meeting customer service (CS) targets and KPIs. You will manage and prioritise customer contact volumes, ensuring the team delivers consistently high-quality, responsive service.
With a strong understanding of our products, you’ll support both team members and customers, proactively seeking ways to elevate the customer experience. Your role combines operational responsibilities with direct team management, requiring close collaboration to align of processes, and the vision of the CS function. You’ll work closely with frontline agents and can expect to spend around one third of your time communicating directly with customers.
You’ll be accountable for achieving targets, identifying and resolving service issues, and monitoring real-time analytics to remain within SLA requirements.
People Management Responsibilities
Lead, motivate, and support the Customer Support team
Conduct probation reviews and regular 1-2-1 meetings
Set and monitor personal OKRs, identifying areas for development and growth
Drive performance management and assist in recruitment processes
Operational Management Responsibilities
Monitor and analyse customer support metrics to optimise performance and anticipate issues
Oversee bug reporting and updates, supporting complex customer enquiries
Ensure the team consistently meet SLAs & KPIs
Collaborate with other departments to drive product improvements and elevate the customer experience
Propose and implement process improvements and automation opportunities
Adhere to compliance standards (FCA, GDPR, KYC/AML), ensuring regulatory expectations are met
Adapt to real-time changes in customer demand to minimise service impact
Support ongoing training initiatives and continuous learning for team members
Address escalated customer enquiries with a proactive, solutions-driven approach
What we’re looking for:
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’re really looking for: ✍️
We’re looking for someone genuinely excited about Chip and eager to help us build the wealth app of the future in a fast-growing, dynamic environment.
While we work in a regulated financial space, the Customer Service team keeps things collaborative, supportive, and yes, even enjoyable! If you’ve made it this far, you likely have the right skills, but here’s what will really make you stand out:
We want a real person with interests, whether you're a dancer, gamer, musician, parent, hockey fan, or even still penning Twilight fan-fiction, we’d love to meet you. During the interview, we’ll be looking for empathy, emotional intelligence, fun stories, and the ability to keep a positive outlook, even when things get challenging.
PERKS 🎁
£30,000 - £35,000 per annum
Discretionary Performance-Related Bi-Annual Bonus of up to 10% (Cash) and 5% (Shares) based on your gross annual salary.
Workplace pension scheme - We invest in your future with a workplace pension scheme, contributing 5% on earnings up to £24,762. Plan ahead with confidence while you grow your career! 🚀
Private medical insurance (medical history disregarded)
Employee Assistance Programme
Cycle to work scheme
Season ticket loan
Free ChipX subscription for UK-based employees
We are an equal-opportunity employer and value diversity
Flexible working arrangements
28 days holiday plus bank holidays, plus the days between Christmas and New Year ✈️
Annual training budget for courses, workshops, or conferences to help you advance your career.
£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 🚀
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