Experienced Customer Service Team Lead – Driving Customer Experience Excellence in a Fast-Growing Fintech Startup

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in a dynamic, fast-paced environment where no two days are the same? Look no further! We're seeking an experienced Customer Service Team Lead to join our team at blithequark, a leading fintech startup revolutionizing the way people save and invest. As a Customer Service Team Lead at blithequark, you'll play a critical role in shaping the customer experience, driving team performance, and contributing to our mission to build wealth for our generation. You'll be responsible for managing a team of customer support agents, ensuring they deliver consistently high-quality, responsive service to our customers. Your expertise will help us meet customer service targets and KPIs, while identifying and resolving service issues, and monitoring real-time analytics to remain within SLA requirements.

About blithequark

blithequark is a fast-growing fintech startup that's changing the way people save and invest. Founded in 2017, we've grown into an award-winning wealth app used by over 500,000 people and managing over £4 billion. Our vision is to give customers control and guidance to effortlessly build their long-term wealth using award-winning tech, while celebrating their achievements along the way.

What You'll Do

As a Customer Service Team Lead at blithequark, you'll be responsible for:

• Leading, motivating, and supporting a team of customer support agents to deliver exceptional customer experiences
• Conducting probation reviews and regular 1-2-1 meetings to ensure team members are meeting their performance goals
• Setting and monitoring personal OKRs, identifying areas for development and growth
• Driving performance management and assisting in recruitment processes
• Monitoring and analyzing customer service metrics to optimize performance and anticipate issues
• Overseeing bug reporting and updates, supporting complex customer enquiries
• Ensuring the team consistently meets SLAs & KPIs
• Collaborating with other departments to drive product improvements and elevate the customer experience
• Proposing and implementing process improvements and automation opportunities
• Adhering to compliance standards (FCA, GDPR, KYC/AML), ensuring regulatory expectations are met
• Adapting to real-time changes in customer demand to minimize service impact
• Supporting ongoing training initiatives and continuous learning for team members
• Addressing 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 blithequark and eager to help us build the wealth app of the future. 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 blithequark 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 blithequark 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

Join Our Team

If you're a motivated and experienced leader with a passion for delivering exceptional customer experiences, we'd love to hear from you! Apply now to join our team at blithequark and be part of our mission to build wealth for our generation. Apply Job! Apply for this job