Customer Service Team Leader (Fintech)

TL;DR

Customer Service Team Leader (Fintech): Leading a team of around 10 agents to deliver exceptional customer outcomes within a business credit card and spend management platform with an accent on performance driving, employee engagement, and professional development. Focus on coaching agents, removing operational barriers, and optimizing service delivery in a dynamic contact center environment.

Location: Hybrid in Cardiff, UK (3 days office, 2 days home). Must be fully office-based for the first 12 weeks.

Company

hirify.global provides an all-in-one business credit card and spend management platform designed to help small business owners save time and money.

What you will do

• Lead a team of approximately 10 agents to ensure high-quality customer and business outcomes.
• Develop team capability through regular 1:1s, coaching, huddles, and team meetings.
• Act as the primary escalation point for team support, particularly during out-of-hours shifts.
• Collaborate with internal stakeholders and the Customer Service Manager to implement departmental improvements.
• Identify and eliminate barriers that prevent agents from delivering excellent service.

Requirements

• Proven experience working within a contact center environment.
• Natural leadership ability with a track record of successful coaching and development.
• Resilience and confidence in managing a dynamic team during unsociable or out-of-hours shifts.
• Ability to analyze basic data to support operational decisions.
• Strong attention to detail and a growth mindset regarding feedback.
• Must be based in or able to work from Cardiff, UK.

Culture & Benefits

• Private healthcare, dental, and opticians services through Vitality, including worldwide travel insurance.
• Anniversary rewards including a 4-week fully paid sabbatical.
• Salary sacrifice pension scheme with up to 7% match and Octopus EV scheme.
• 28 days holiday plus bank holidays and an annual learning and wellbeing budget.
• Dog-friendly office environment equipped with a pool table, arcade machine, and free snacks.
• Supportive mental health resources with 6 free therapy sessions per year.

Hiring process

• Stage 1: 30-minute video interview with a Talent Partner.
• Final stage: 60-minute leadership and cultural fit interview with the Head of Customer Service.