Customer Support Manager (Fintech)

TL;DR

Customer Support Manager (Fintech): Building and scaling a high-performing customer support function to provide USD accounts and global payments for financially excluded individuals with an accent on operational excellence and scalable systems. Focus on leading a team of 10 agents, optimizing workflows through automation, and establishing critical feedback loops between support, product, and engineering.

Location: Onsite in London. Visa Sponsorship available.

Company

Fintech company providing trusted USD accounts, global payments, and investments for individuals from distressed economies.

What you will do

• Lead and manage a team of 10 Customer Support agents, ensuring performance, quality, and accountability.
• Design and oversee CS planning, coordination, and scheduling to ensure consistent service levels.
• Build strong feedback loops between Customer Support, Product, Engineering, and Operations to drive improvements.
• Develop scalable systems and automations to optimize recurring workflows and reduce manual effort.
• Analyze support data to identify trends, root causes, and high-impact opportunities.
• Maintain and enhance knowledge bases, documentation, and internal frameworks.

Requirements

• Experience leading customer support teams within a high-growth startup or fintech environment.
• Track record of building scalable support processes and operational frameworks.
• Data-driven approach with the ability to use insights to drive meaningful improvements.
• Experienced in automation and workflow optimization.
• Strong communicator capable of cross-functional collaboration.
• Must be able to work onsite in London.

Nice to have

• Coding knowledge or technical fluency.

Culture & Benefits

• hirify.global Share Options.
• Private Medical Insurance (including Dental and Optical).
• £500 Health & Wellness Budget and Individual Learning & Development Budget.
• 25 days Annual leave plus UK Public Holidays.
• Free monthly Gym membership, Cycle to Work, and Season Ticket Loan schemes.