Customer Service Team Leader (Fintech)

TL;DR

Customer Service Team Leader (Fintech): Managing and coordinating the daily operations of a customer service team to deliver high-quality support for banking products with an accent on performance monitoring, team development, and continuous improvement. Focus on driving KPIs, managing escalations, and fostering a high-performance culture within a regulated financial environment.

Location: Must be based in Manchester, UK. This is a hybrid role requiring 3 days per week in the Manchester office, with rotating shifts and one weekend per month worked from home.

Company

hirify.global is a digital bank focused on providing innovative financial products and exceptional customer experiences.

What you will do

• Manage daily team operations, ensuring internal compliance and quality KPIs are met.
• Monitor queue levels and collaborate with WFM/planning teams to maximize service availability.
• Lead, coach, and develop team members through structured 1:1s and actionable feedback.
• Set team culture and foster a supportive, high-performance environment.
• Utilize data to identify operational risks, drive continuous improvement, and report performance to senior management.
• Support the rollout of product-led initiatives and act as a voice for customers and the team.

Requirements

• Must be based in or able to commute to Manchester, UK.
• Proven experience leading a team in a customer-focused operational environment.
• Strong analytical skills with the ability to use data for decision-making.
• Excellent communication skills and ability to manage performance fairly and constructively.
• Highly organized with the ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and awareness of risk, controls, and escalation procedures.

Nice to have

• Experience in a fintech, digital bank, or financial services contact center.
• Knowledge of FCA guidance and working in a regulated environment.
• Experience using Salesforce for reporting and dashboards.
• Experience working with current account products or outsourced partners.

Culture & Benefits

• Commitment to flexible ways of working.
• Opportunities for career progression within operations or other business functions.
• Supportive environment focused on personal development and career aspirations.
• Time off in lieu provided for weekend and bank holiday work.