Customer Service Team Leader (Fintech)

TL;DR

Customer Service Team Leader (Fintech): Managing a team of customer service agents to resolve complex escalated enquiries with an accent on team performance, operational efficiency, and people development. Focus on driving KPIs, collaborating with the current account product team, and ensuring high standards of customer experience.

Location: Hybrid (Manchester, UK). Required to work from the Manchester office three days per week, with one weekend per month from home.

Company

hirify.global is a digital bank dedicated to delivering a high standard of customer experience across its range of financial products.

What you will do

• Manage day-to-day operations and resources to ensure internal compliance and quality KPIs are met.
• Coordinate with WFM and planning teams to match staff to demand and maximize service availability.
• Foster a high-performance team culture through structured 1:1s, coaching, and clear goal setting.
• Analyze performance data to identify issues and drive continuous improvement within the department.
• Collaborate with the current account product team to act as the voice of the customer and ensure initiatives land well.
• Provide onboarding support and maintain deep departmental knowledge to handle complex escalations.

Requirements

• Experience leading teams within a customer-focused operational environment.
• Ability to manage performance through constructive feedback and difficult conversations.
• Analytical mindset with confidence in using data to make informed decisions.
• Strong organizational skills and the ability to prioritize in a fast-paced, ambiguous environment.
• Must be based in or able to commute to Manchester, UK to meet the hybrid office requirements.

Nice to have

• Experience in fintech, digital banking, or a scale-up environment.
• Background in banking contact centers or working with current account products.
• Proficiency in Salesforce, specifically using reports and dashboards.
• Experience working in a regulated environment with knowledge of FCA guidance.

Culture & Benefits

• Flexible ways of working.
• Time off in lieu provided for weekend and bank holiday shifts.
• Strong track record of internal career progression into various operations or business functions.
• Supportive environment focused on personal and professional growth.