Customer Service Team Lead (Fintech)

TL;DR

Customer Service Team Lead (Fintech): Managing day-to-day customer service workflows and team capacity across London and Budapest hubs with an accent on creating a high-performing, customer-obsessed environment. Focus on coaching agents to deliver empathetic support, optimizing operational processes in a regulated financial environment, and aligning cross-hub communication.

Location: Hybrid. Must be based in London (office attendance Mon, Tue, Thu) and be able to visit the Budapest office every one or two months.

Company

hirify.global is a fintech company on a mission to make investing accessible and affordable for everyone, recently becoming part of the IG Group.

What you will do

• Manage day-to-day customer service workflows and capacity for teams based in London and Budapest.
• Coach agents to provide high-quality, empathetic support and maintain a customer-first mindset.
• Use performance data and frontline feedback to identify and implement service quality and speed improvements.
• Oversee rota management, holiday planning, sickness cover, and act as the first point of escalation.
• Collaborate with department managers to align priorities and remove operational blockers.
• Foster a collaborative and high-performing culture across multiple geographical hubs.

Requirements

• Proven experience leading teams in a customer-focused environment.
• Track record of coaching and developing others to deliver excellent outcomes.
• Experience in operations within a regulated or customer-critical environment.
• Strong decision-making, prioritisation, and stakeholder management skills.
• Must be based in London for hybrid office attendance (Mon, Tue, Thu).
• Willingness to travel to Budapest every 1-2 months.

Nice to have

• Experience within the financial services industry.

Culture & Benefits

• Hybrid working model: Office days on Monday, Tuesday, and Thursday, with Wednesday and Friday as dedicated focus days at home.
• Support for caregiving or personal responsibilities requiring extra flexibility.
• Collaborative environment emphasizing the power of in-person interaction.
• Equal opportunity employer committed to diversity and representation.

Hiring process

• Initial screening call with a Talent Partner.
• Leadership & Operations Interview.
• Final on-site Values Interview.