Role Title
Role: Customer Support Team Lead
Location: 5 days a week – London, White City
Lead and develop our UK Customer Support team as we scale – owning quality, performance, and day-to-day operations.
Responsibilities
- Manage day-to-day operations of the UK Customer Support function.
- Coach, train, and develop agents; run regular 1:1s, side-by-sides, and quality reviews.
- Own team KPIs – CSAT, response and resolution times, ticket volume.
- Handle escalations and difficult customer conversations personally where needed.
- Own and continuously improve the QA framework – set the standard, measure against it, close the gaps.
- Manage shift coverage, holiday planning, and absence across the operating window.
- Surface trends from customer interactions and feed them back to operations.
- Lead onboarding for new joiners and contribute to recruitment.
- Strong leadership – you take ownership, care about your colleagues and strive for excellence.
- Comfortable in high-volume phone-based environments – on the queue, not just behind a dashboard.
- Resilience and composure when handling difficult or escalated customer conversations.
- Data-driven mindset – you track what matters and use it to coach and improve.
- Organisation and time management across scheduling, 1:1s, and quality reviews.
- Fluent with CS tooling – ticketing systems, CRMs, diallers, and quality frameworks.
At Flatpay, how we work matters as much as what we achieve.
Happy Humans – We bring energy to our work and create teams people enjoy being part of.
No Assholes – We perform at a high level while treating colleagues and customers with respect.
It’s Our Business, Own It – Everyone takes responsibility and manages their work like it’s their own business.
Start With No – We challenge ideas, think commercially and focus on what truly creates value.
Sky-High Ambitions – We set bold goals and expect people to keep raising the bar.
The Best Argument Wins – Titles don’t decide outcomes. We debate openly to reach the best decisions.
Background & Requirements
- 2+ years directly managing a customer support, contact centre, or operations team with direct reports.
- Demonstrable track record improving a team-level KPI (CSAT, response times, FCR, productivity) – be ready to talk numbers.
- Direct experience handling escalations and difficult customer conversations.
- Experience designing or running a QA framework, knowledge base, or training programme.
- Fluent in English.
- Right to work in the UK (unfortunately we can’t offer visa sponsorship right now).
- Fintech, payments, SaaS, telco, energy, or insurance background.
- Experience managing or working alongside outsourced/BPO teams.
- Experience with vulnerable customer handling or FCA-regulated environments.
- Application Review – Our Talent Team reviews your CV to assess experience and potential fit.
- Talent Team Call (20–30 minutes) – A conversation to understand your background and experience.
- First stage interview - A 1:1 Microsoft Teams interview with the hiring manager.
- Final Interview – A 1:1 In person interview with the hiring manager.
- Offer – Successful candidates receive a fast-turnaround offer, with onboarding dates available monthly.