At a Glance
- Tasks: Lead and scale a high-performing customer support team in a dynamic fintech environment.
- Company: Join Checkout.com, powering payments for global brands like eBay and Spotify.
- Benefits: Flexible hybrid working model, career growth opportunities, and a supportive team culture.
- Other info: Embrace a fast-paced environment where your contributions are recognised and valued.
- Why this job: Make a real impact in the fintech space while developing your leadership skills.
- Qualifications: Experience in customer support within regulated financial services and strong operational leadership skills.
The predicted salary is between 59400 - 72600 £ per year.
We’re Checkout.com. You might not know our name, but companies like eBay, Spotify, Klarna, Uber, and Sony do, because we’re behind many of the digital experiences you use every day. We are where the world checks out, enabling over 10 billion transactions yearly for more than one billion global shoppers. Our platform helps the most ambitious businesses deliver effortless digital experiences, at scale.
As the Manager, Customer Support at Checkout.com you will be responsible for leading our customer support function. This is a critical, high-impact role blending policy and procedure definition with operational leadership. You will lead, and scale a high-performing team across Frontline, Second Line, Complaints, Vulnerable Customers and Disputes and be responsible for the customer experience. If you are an experienced leader who thrives on building, scaling, and leading regulated operations, this role is for you.
Core Responsibilities
- Design and own the end-to-end servicing model - channels, hours, staffing model (in-house, BPO or hybrid), and service-level performance.
- Establish the Management Information suite that evidences performance to internal stakeholders and regulators.
- Design and own the complaints policy, procedures and operating model in line with DISP.
- Build the root-cause reporting, Board-pack Management Information and Consumer Duty outcome monitoring required to evidence good customer outcomes.
- Design and embed the vulnerable customer framework - covering identification triggers, agent guidance, tailored journeys and assurance.
- Hire, develop and lead the Customer Support team, scaling capacity ahead of customer growth.
- Partner with Compliance and Risk as second-line owners of policy sign-off, assurance and regulatory engagement.
- Partner with Product and Engineering to close the loop from customer feedback and root-cause analysis into the product roadmap.
- Represent Customer Support to the Board, Risk Committee and the regulator as the named accountable owner.
Qualifications
- Proven experience building and running customer support in a UK regulated financial services business - banking, e-money, payments, lending or comparable.
- Deep working knowledge of DISP, FG21/1, the Consumer Duty and FOS processes, as a named owner rather than a consumer of these frameworks.
- Track record of designing customer operations functions from scratch or leading a material redesign - including policies, MI and operating model.
- Experience scaling a frontline team through BPO, in-house or hybrid models, with strong command of QA, capacity planning and root-cause discipline.
- End-to-end ownership of a complaints function, including FOS relationships, and direct experience with chargebacks or scheme disputes.
We create the conditions for high performers to thrive, through real ownership, fewer blockers, and work that makes a difference from day one. Here, you’ll move fast, take on meaningful challenges, and be recognized for the impact you deliver. It’s a place where ambition gets met with opportunity, and where your growth is in your hands. We work as one team, and we back each other to succeed.
Our hybrid working model offers flexibility, with three days per week in the office to support collaboration and connection.
Manager, Customer Support Operations London employer: Checkout Ltd
Checkout Ltd is an exceptional employer that fosters a dynamic and inclusive work culture, where collaboration and innovation thrive. With a strong focus on employee growth, the company offers ample opportunities for professional development while embracing a hybrid working model that promotes flexibility. Located in London, employees benefit from a vibrant city atmosphere, making it an ideal place for those seeking meaningful and rewarding careers in the legal field.
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Customer Support Operations London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Checkout Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Checkout Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Manager, Customer Support Operations London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Checkout Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Checkout Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Checkout Ltd!
How to prepare for a job interview at Checkout Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
