Senior Customer Support Manager (Fintech)

TL;DR

Senior Customer Support Manager (Fintech): Leading the Escalations Team and managing outsourced contact center relationships to improve user experience with an accent on systemic issue resolution and BPO performance. Focus on collaborating cross-functionally with Product and Engineering to drive scalable improvements and user advocacy.

Location: Hybrid in London, UK (Minimum 2-3 days per week in-office depending on level)

Company

hirify.global is the UK's leading credit score and report app, serving over 20 million users globally across the UK, South Africa, Australia, and Canada.

What you will do

• Lead and develop a team of senior Individual Contributors within the Escalations function.
• Own and optimize the relationship with outsourced contact centers (BPO), driving accountability and performance.
• Act as a senior voice for users, identifying systemic patterns and working cross-functionally to resolve them.
• Collaborate with Product, Engineering, Compliance, and Legal teams to enhance the overall user experience.
• Analyze escalation trends using data to inform strategic operational decisions.
• Contribute to the broader Customer Operations strategy and leadership team.

Requirements

• Experience leading customer operations or escalations in a fast-paced, regulated environment, ideally within fintech.
• Proven track record of managing BPO providers and driving continuous improvement.
• Strong people leadership skills with experience coaching senior team members.
• Ability to influence cross-functional stakeholders to implement product or process changes.
• Analytical, data-driven mindset with excellent written and verbal communication skills.
• Must be based in London, UK to comply with the hybrid work schedule.

Nice to have

• Experience with CRM tools such as Zendesk.

Culture & Benefits

• Hybrid work environment with a "no clock-watching" culture and flexible hours.
• Comprehensive health and dental cover including mental health support via Bupa.
• Financial wellness perks: up to 6% matched pension and a dedicated financial coach.
• Investment in growth: leadership-led training, learning budgets, and an in-house psychotherapist.
• Office perks: dog-friendly environment, daily breakfast, and free snacks.
• Generous leave: 25 paid holidays plus a "duvet day" on your birthday.