Customer Service Team Leader (Fintech)

Location: Cardiff; remote work with flexibility to be in the office when required. Fixed Monday–Friday shifts from 5:30pm to 2:00am.

Company

hirify.global is a fintech platform providing business credit cards, SME-focused spend management, savings products, and other financial tools for small businesses.

What you will do

• Lead a team of around 10 agents to deliver strong customer and business outcomes.
• Develop team capability through 1:1s, coaching, huddles, and team meetings.
• Support the Customer Service Manager with departmental improvements.
• Build strong relationships with internal stakeholders.
• Act as an escalation point for team support, especially during out-of-hours shifts.
• Remove barriers preventing agents from delivering excellent service.

Requirements

• Natural leadership ability and resilience to manage a dynamic out-of-hours team.
• Experience in a contact centre.
• Passion for coaching and developing others, with proven coaching success.
• Strong attention to detail and the ability to identify process improvements.
• Ability to analyse and use basic data to support decisions.
• Growth mindset and confidence giving and receiving feedback, including managing up.
• Track record of delivering strong results.

Nice to have

• Financial services experience.
• Experience working shifts or unsociable hours.

Culture & Benefits

• Culture focused on experimentation, speed, simplicity, ownership, support, and regular constructive feedback.
• Private healthcare including dental and optician services, plus worldwide travel insurance through Vitality.
• 28 days of holiday plus bank holidays, enhanced parental leave, and a pension scheme with up to 7% matching.
• Annual learning and wellbeing budget, six free therapy sessions per year, and anniversary rewards including a fully paid sabbatical.
• Salary sacrifice schemes, season ticket loan, and Cycle to Work Scheme.
• Dog-friendly offices with free drinks and snacks, a pool table, arcade machine, and beer tap.

Hiring process

• Stage 1: 30-minute video interview with a Talent Partner.
• Stage 2: 60-minute in-person interview with the Manager of the Customer Service Midnights Team.
• Final stage: 60-minute leadership and cultural-fit interview with the Head of Customer Service.