Customer Service Team Lead - Motor (Fintech)

Location: Chatham, Kent, United Kingdom. Hybrid schedule with optional home working on Mondays and Fridays; office attendance Tuesday–Thursday.

Company

hirify.global is a profitable fintech company building technology for consumer loans, credit cards, and car finance across the UK and US.

What you will do

• Lead, coach, and develop a team of approximately 10 frontline customer service agents.
• Drive customer satisfaction, quality, compliance, productivity, and SLA performance through KPI monitoring and targeted coaching.
• Analyse dashboards, call reviews, quality assessments, and customer feedback to identify performance gaps and improvement opportunities.
• Spend up to 30% of the role reviewing customer interactions and workflows to identify process pain points.
• Collaborate with Product, Technology, and Operations on automation, system enhancements, and re-engineering complex processes.
• Manage risk, quality, governance, compliance, and change initiatives while advocating for frontline and customer insights.

Requirements

• Proven experience managing or supervising customer-facing, operations, or support teams in a regulated, fast-paced, and/or technology-enabled environment.
• Experience improving individual and team performance against ambitious targets.
• Strong analytical skills and the ability to interpret dashboards, quality data, and customer feedback to guide coaching and process improvements.
• Demonstrated ability to motivate, coach, and develop a diverse team and nurture emerging talent.
• Comfort working with CRM or case-management systems, digital platforms, and technology-driven change, including automation and AI.
• Strong written and verbal communication skills, with the ability to engage, motivate, and influence at all levels.
• Customer-first, compassionate, and fair approach when supporting customers in vulnerable or complex situations.
• Proactive, solutions-oriented, data-driven, resilient, adaptable, and accountable approach to balancing customer, business, and risk priorities.

Nice to have

• Experience working in compliance, risk management, or other regulated environments.

Culture & Benefits

• Hybrid working with home working available every Monday and Friday and in-person collaboration Tuesday–Thursday.
• Best-in-class compensation including equity.
• Private health insurance and workplace well-being support.
• Inclusive and open working environment with a customer-focused, collaborative culture.
• Fully stocked office kitchen available Tuesday–Thursday.