Client Support Team Leader (Fintech)

TL;DR

Client Support Team Leader (Fintech): Leading a Client Support pod within the Cross Borders division to deliver high-standard service to clients and internal stakeholders with an accent on operational excellence and team coaching. Focus on driving pod performance, maintaining service quality, and implementing process improvements to enhance client experience.

Location: Onsite in London (Moorgate office)

Company

hirify.global is a global technology organization specializing in innovative commercial payment solutions for businesses across 80 countries.

What you will do

• Lead day-to-day activities of a Client Support pod to ensure service levels, quality standards, and operational objectives are achieved.
• Provide coaching and leadership to team members to foster a high-performing, customer-focused culture.
• Act as the first point of escalation for complex client queries and operational issues, ensuring timely resolution.
• Monitor individual and team performance against KPIs, SLAs, and quality standards.
• Manage resource planning, including holidays, absences, and workload distribution.
• Collaborate with internal stakeholders across Front of House, Operations, Compliance, Technology, and Sales.

Requirements

• Minimum 2 years of experience in a Client Services role.
• Experience working in a dealer support or trade support environment.
• Ability to work under pressure in a fast-paced trading floor environment.
• Excellent communication skills.
• Proficiency in Microsoft Office products, specifically Excel and Outlook.
• Must be based in London and work from the Moorgate office.

Culture & Benefits

• Private Healthcare and 4x Life insurance.
• Pension scheme with a 5% employer contribution.
• 25 days holiday with a Holiday Buy/Sell option.
• Access to LinkedIn Learning and free rewards via Gratitudes.
• Clear opportunities for career progression within the organization.