Customer Service Team Leader (Fintech)

TL;DR

Customer Service Team Leader (Fintech): Leading a team of customer service agents to deliver exceptional customer and business outcomes, with an accent on team capability development, performance driving, and problem-solving. Focus on supporting departmental improvements and acting as an escalation point for out-of-hours shifts.

Location: This is a hybrid role based in Cardiff, UK, requiring 3 days a week in the office and 2 days from home. Shift patterns include nights and weekends.

Company

hirify.global is a fast-growing fintech company providing an all-in-one business credit card and spend management platform for small businesses.

What you will do

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

Requirements

• Natural leadership ability with resilience to manage a dynamic out-of-hours team.
• Contact centre experience (financial services experience is a bonus).
• Passion for coaching and developing others with proven coaching success.
• Strong attention to detail and ability to identify process improvements.
• Comfortable analysing and using basic data to support decisions.
• Growth mindset with confidence giving and receiving feedback, including managing up.

Culture & Benefits

• Private Healthcare including dental and opticians services through Vitality, and worldwide travel insurance.
• Anniversary Rewards (£250, £500, £750), including a 4-week fully paid sabbatical.
• Salary Sacrifice Pension Scheme up to 7% match.
• Annual Learning and Wellbeing Budget.
• Enhanced Parental Leave and Cycle to Work Scheme.
• Dog-friendly offices with amenities like a pool table, arcade machine, beer tap, and free snacks.

Hiring process

• Stage 1: 30-minute video interview with Talent Partner.
• Stage 2: 60-minute CV overview and competency-based interview (in-person/video call).
• Final stage: 60-minute leadership and cultural fit with our Head of Customer Service and Lead People Partner (in-person).