Customer Service Team Lead - Remote
Job Summary:
We are seeking an experienced Customer Service Team Lead to manage a team of 5-10 customer support agents in a remote setting. As a key member of our Customer Service team, you will be responsible for ensuring high-quality service delivery, meeting customer service targets and KPIs, and driving process improvements. If you have a passion for customer service, leadership experience, and a knack for elevating customer experiences, we want to hear from you.Key Responsibilities:
- Manage and prioritize customer contact volumes to ensure high-quality service delivery
- Lead, motivate, and support a team of customer support agents
- Monitor and analyze customer service metrics to optimize performance and anticipate issues
- Collaborate with other departments to drive product improvements and elevate the customer experience
- Ensure compliance with regulatory standards (FCA, GDPR, KYC/AML)
Requirements:
- Proven leadership experience in a remote team management setting
- Knowledge of management techniques and data-driven decision-making
- Track record of setting and meeting targets and KPIs
- Extensive use of support tooling (Intercom preferably)
- Analytical skills to interpret data, identify trends, and drive insights
- Exceptional communication and negotiation skills
- Customer-centric approach with a knack for enhancing customer experiences
What We Offer:
- Competitive salary: £34,000 - £37,000 per annum
- Discretionary share option bonus
- Workplace pension scheme
- Private medical insurance
- Employee Assistance Programme
- Cycle to work scheme
- Season ticket loan
- Free ChipX subscription for UK-based employees
- Flexible working arrangements
- Unlimited holiday
- Annual £1500 Personal Learning Allowance
- £30 per month Chip Fitness Benefit
- Company laptop
Our Culture:
At Chip, we're passionate about building wealth for our generation. We're a diverse and dynamic team of 160 people who are driven, passionate, and fun-loving. We value accountability, boldness, and collaboration, and we're committed to creating an inclusive environment where everyone can thrive.
How to Apply:
If you're excited about this opportunity and have the skills and experience we're looking for, please apply now! We can't wait to hear from you.
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