Customer Service Team Lead

What you can expect to be doing:

As a Customer Service Team Lead, you’ll be responsible for managing a team of (5-10) customer support agents, you’ll report directly to the Customer Service Manager, focusing on meeting customer service (CS) targets and KPIs. You will manage and prioritise customer contact volumes, ensuring the team delivers consistently high-quality, responsive service.

With a strong understanding of our products, you’ll support both team members and customers, proactively seeking ways to elevate the customer experience. Your role combines operational responsibilities with direct team management, requiring close collaboration to align of processes, and the vision of the CS function. You’ll work closely with frontline agents and can expect to spend around one third of your time communicating directly with customers.

You’ll be accountable for achieving targets, identifying and resolving service issues, and monitoring real-time analytics to remain within SLA requirements.

People Management Responsibilities
• Lead, motivate, and support the Customer Service team
• Conduct probation reviews and regular 1-2-1 meetings
• Set and monitor personal OKRs, identifying areas for development and growth
• Drive performance management and assist in recruitment processes

Operational Management Responsibilities
• Monitor and analyse customer service metrics to optimise performance and anticipate issues
• Oversee bug reporting and updates, supporting complex customer enquiries
• Ensure the team consistently meet SLAs & KPIs
• Collaborate with other departments to drive product improvements and elevate the customer experience
• Propose and implement process improvements and automation opportunities
• Adhere to compliance standards (FCA, GDPR, KYC/AML), ensuring regulatory expectations are met
• Adapt to real-time changes in customer demand to minimise service impact
• Support ongoing training initiatives and continuous learning for team members
• Address escalated customer enquiries with a proactive, solutions-driven approach

What we’re looking for:
• Proven leadership experience, including remote team management in a shift environment
• Knowledge of management techniques and data-driven decision-making
• Track record of setting and meeting targets and KPIs
• Ownership mentality in customer issue resolution
• Extensive use of support tooling (Intercom preferably)
• Analytical skills to interpret data, identify trends, and drive insights
• Strategic mindset with troubleshooting and multi-tasking abilities
• Exceptional communication and negotiation skills
• Adaptable to shifting priorities and refining the customer journey
• Solid knowledge of regulatory standards (FCA, GDPR, KYC/AML)
• Customer-centric approach with a knack for enhancing customer experiences beyond issue resolution

What we’re really looking for: ??

We’re looking for someone genuinely excited about Chip and eager to help us build the wealth app of the future in a fast-growing, dynamic environment.

While we work in a regulated financial space, the Customer Service team keeps things collaborative, supportive, and yes—even enjoyable! If you’ve made it this far, you likely have the right skills, but here’s what will really make you stand out:

We want a real person with interests — whether you're a dancer, gamer, musician, parent, hockey fan, or even still penning Twilight fan-fiction, we’d love to meet you. During the interview, we’ll be looking for empathy, emotional intelligence, fun stories, and the ability to keep a positive outlook, even when things get challenging.

PERKS
• £34,000 - £37,000 per annum
• Discretionary share option bonus
• Workplace pension scheme
• Private medical insurance (medical history disregarded)
• Employee Assistance Programme
• Cycle to work scheme
• Season ticket loan
• Free ChipX subscription for UK-based employees
• We are an equal-opportunity employer and value diversity
• Flexible working arrangements
• Unlimited holiday (policy not to count) ??
• Annual £1500 Personal Learning Allowance
• £30 per month Chip Fitness Benefit to suit your Mental/Physical Wellbeing
• Company laptop
• Opportunity to have a huge impact on our product while fast-tracking your knowledge, responsibility and skills in a high-growth fintech startup

Our Interview Process:
• Video screen with someone from our Talent team
• Video interview with the hiring manager
• Final interview with the Head of Customer Success

Our mission is to build wealth for our generation

Chip started out in 2017 as a clever app to help people save without lifting a finger.

Fast forward five years, and now we’ve grown into an award-winning wealth app used by over 500,000 people and managing over 4 billion pounds. And we’re not slowing down.

Our vision

We know planning for your future can be a tedious, daunting task often avoided, so we want to change that. We're building the wealth app for our community, giving them one place for saving and investing.

We're giving customers control and guidance to effortlessly build their long-term wealth using award-winning tech, while celebrating their achievements along the way.

Who we are

Chip has a creative and diverse team of 160, from all different backgrounds and industries. We’re driven and passionate people, but no one takes themselves too seriously.

Don’t just take our word for it. We have a few awards under our belt, including Best Personal Finance App at the 2022 & 2024 British Bank Awards.

Our Values

Be ACCOUNTABLE

Everything you do matters, Care about the end result, Challenge the norm, Disagree, yet commit to making it happen once a decision has been made, Do the best job possible

Be BOLD

Share our Ambition and do your bit to achieve it, Innovate: challenge the norm, break the mould and make it happen, Set goals that truly align with our mission, Do your best for our customers

Be COLLABORATIVE

Work cross-functionally - we win as a team, Build strong relationships based on trust, Treat others fairly and respectfully, Hold others to account, Be supportive and inclusive, Have fun together

Equal Opportunities

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and home life. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.

Note to Agencies

Chip does not accept unsolicited CVs from recruiters or employment agencies in response to any of our live roles on our career page. Chip will not consider or agree to payment of any referral compensation or recruiter fee relating to these unsolicited CVs. Chip explicitly reserves the right to hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited CVs, including those submitted to hiring managers, are deemed to be the property of Chip.

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