Customer Service Manager (Fintech)

TL;DR

Customer Service Manager (Fintech): Leading night-shift operations, overseeing a team serving both UK and US markets with an accent on maintaining high standards of first-line support during off-peak hours. Focus on process optimisation, team development, and ensuring alignment with hirify.global’s goals.

Location: Must be based in the UK

Company

hirify.global provides an all-in-one business credit card & spend management platform helping business owners save time and money, serving over 200,000 businesses across the world.

What you will do

• Enhance the US customer experience by identifying friction points and optimising processes.
• Oversee team performance and service delivery standards, providing support for escalations.
• Build and lead a high-performing team, focusing on professional growth.
• Champion engagement and team development to foster connection and a shared sense of purpose.
• Implement best practices and standard operating procedures.
• Collaborate with other departments to optimise customer interactions and identify training needs.

Requirements

• A flexible people leader with expertise in Financial Services contact centre management for evening/night-shift operations.
• An effective communicator with excellent leadership skills.
• Proven track record of leading and managing high-performing teams.
• Deep understanding of customer service processes and driving operational improvements.
• Analytical thinker with the ability to interpret complex data.
• An adaptable and resilient leader with a hands-on approach to problem solving.

Culture & Benefits

• Private Healthcare including dental and optician services.
• Worldwide travel insurance.
• Anniversary Rewards and fully paid sabbatical.
• Salary Sacrifice Pension Scheme.
• Annual Learning and Wellbeing Budget.
• Free drinks and snacks in our offices.