Escalations Team Lead (Fintech)

TL;DR

Escalations Team Lead (Fintech): Leading and developing the escalations team handling complaints, Mastercard chargebacks, and payment operations with an accent on chargeback lifecycle management, regulated complaint handling, and continuous improvement. Focus on coaching complex case resolution, managing service levels, and driving data-driven process enhancements.

Location: London, UK office-based with hybrid work format requiring at least 3 days in office per week

Salary: £45,361 - £49,197 per year

Company

hirify.global is a fintech startup building a modern financial membership credit card focused on fun, experiences, and fair financial services.

What you will do

• Lead and develop the Escalations team across complaints, chargebacks, and payment operations to ensure fair and timely member outcomes.
• Manage day-to-day queue, triage, and quality monitoring to maintain service levels during volume spikes.
• Provide hands-on support for complex and sensitive escalations requiring expert judgement and leadership.
• Own Mastercard chargeback processes, advising teams on lifecycle, evidence standards, and fraud detection.
• Support regulated complaint handling and Financial Ombudsman Service (FOS) escalations to maintain compliance and quality.
• Drive continuous improvement through data collection, root cause analysis, reporting, and process enhancements.

Requirements

• Location: Must be based in or able to work from London, UK with hybrid office attendance
• Strong Mastercard chargeback experience including full dispute lifecycle and evidence evaluation.
• Experience coaching and motivating teams with operational and strategic mindset.
• Comfortable handling regulated complaints and escalation standards, with FOS experience a plus.
• Excellent communication skills with empathy and precision for complex cases.
• Ability to thrive in a fast-paced environment managing ambiguity and judgement calls.

Culture & Benefits

• Office-first, remote-friendly with at least 3 days per week in London office.
• Generous stock options (£33,987 - £41,659) and 35 holidays including public leave.
• Private healthcare including mental health, dental, and vision coverage.
• Enhanced parental leave up to 12 weeks after 1 year tenure.
• Learning and training allowance (£750/year) and regular team events.
• Cycle-to-work scheme and barista-made coffee by CEO.

Hiring process

• Intro call (45 mins) to discuss background and company.
• Technical interview (75 mins) in person in London covering escalations assessment and Q&A.
• Values interview (60 mins) with wider team focusing on company principles.
• Reference checks with previous manager and peer.
• Offer stage with prompt feedback and onboarding within 2-6 weeks.