Team Lead - US Operations

TL;DR

Team Lead - US Operations (Customer Operations): Lead, coach, and develop a team of ~10 front-line agents delivering support for US customers across Cards, with an accent on KPI ownership, data-driven performance management, and compliance/risk quality. Focus on using frontline insights to drive process excellence—streamlining workflows through automation, digital enhancements, and re-engineering complex customer journeys.

Company

hirify.global builds technology to help people get credit and save money.

What you will do

• Lead and coach a team of 10 agents to deliver high-quality, empathetic customer support and hit KPIs (quality, compliance, productivity, SLAs).
• Monitor and analyze KPIs and feedback sources (dashboards, call listening, QA, customer feedback) to identify gaps and drive action plans.
• Spend up to 30% of time reviewing customer and team interactions to find process pain points and improvement opportunities.
• Collaborate cross-functionally with Product, Technology, and Operations to support automation, system enhancements, and re-engineering of complex workflows.
• Ensure customer interactions meet regulatory and compliance standards, with particular attention to vulnerable or complex customer situations.
• Communicate performance, risks, best practices, and improvement recommendations to stakeholders and advocate for frontline feedback.

Requirements

• Proven experience managing or supervising customer-facing operations/support teams in a regulated, fast-paced and/or tech-enabled environment.
• Experience driving team performance and individual development against ambitious targets.
• Strong analytical skills to interpret dashboards, QA results, and customer feedback to inform coaching and process improvements.
• Ability to motivate, coach, and develop a diverse team, including identifying and nurturing emerging talent.
• Comfort working with CRM/case management systems and technology-driven change (automation, AI, etc.).
• Strong written and verbal communication skills to engage, motivate, and influence across levels.

Culture & Benefits

• Hybrid working pattern: Monday & Friday WFH; Tuesday–Thursday in the London office.
• Private health insurance coverage.
• Best-in-class compensation including equity.
• Opportunity to scale a successful fintech company.
• Equal opportunity employer with an inclusive workspace in London.

Hiring process

• Application submission via the provided role link.