Senior Team Lead (Fintech)

TL;DR

Senior Team Lead (Fintech): Leading and developing a team of senior agents and SMEs to deliver high-quality customer operations with an accent on process improvements, data-led decision-making, and operational excellence. Focus on managing risk, ensuring compliance, and collaborating cross-functionally to enhance customer support efficiency and quality.

Location: Hybrid in London, United Kingdom with remote work allowed on Mondays and Fridays

Company

hirify.global is a profitable fintech unicorn founded in 2014, focused on rebuilding consumer finance products like loans, credit cards, and car finance, operating primarily in the UK and US markets.

What you will do

• Lead and develop a team of senior agents and SMEs, fostering a culture of learning and high performance.
• Drive process and workflow improvements to enhance operational efficiency and customer support quality.
• Champion data-led decision-making using metrics and customer feedback to improve outcomes.
• Manage risk and compliance, acting as a point of escalation for operational and customer issues.
• Collaborate with cross-functional teams such as Tech, Risk, and Compliance to embed new initiatives and regulatory requirements.
• Prepare and present performance insights to leadership to inform decision-making.

Requirements

• Location: Based in or near London, United Kingdom with hybrid work arrangement.
• English: Proficient English required (job posting in English, level B2 assumed).
• Proven experience managing and coaching teams in customer operations or similar environments.
• Strong skills in process improvement, data analysis, and operational efficiency.
• Knowledge of regulatory and compliance frameworks in financial support.
• Ability to resolve escalations and make fair decisions under pressure.

Culture & Benefits

• Best-in-class compensation including equity.
• Hybrid work with remote Mondays and Fridays, office presence Tuesday to Thursday in London.
• Fully stocked kitchen available on office days.
• Private health insurance coverage.
• Inclusive and equal opportunity employer culture.