At a Glance
- Tasks: Lead a dynamic customer support team for Chip's exciting new SIPP pension launch.
- Company: Join Chip, a forward-thinking fintech on a mission to simplify saving and investing.
- Benefits: Enjoy 28 days holiday, private healthcare, hybrid working, and a supportive work environment.
- Other info: Flexible working options and opportunities for personal growth await you!
- Why this job: Shape the future of customer support while making a real impact in the finance sector.
- Qualifications: Experience in customer support and a passion for building and shaping teams.
The predicted salary is between 45000 - 55000 £ per year.
- Chip is on a mission to make saving and investing effortless for everyone
- With a product suite spanning savings, ISAs, and investment accounts, we're now launching our SIPP pension — and we're looking for the right person to help us get it right for customers from day one
- This role sits at the heart of one of Chip's most significant product launches
- As we bring our SIPP pension to market, we're looking for a Team Lead who can help shape what great customer support looks like from day one, and grow with the proposition as it evolves
- As Chip's proposition matures, our ambition is to move toward more personalised, regulated support for customers, and this individual is likely to play a leading role in shaping how CS delivers that
- If you're motivated by helping build something, not just running it, this is the right opportunity
- You'll be part of a broader CS team, leading on Pensions while contributing to the wider range of customer queries and subjects across Chip's product suite
- You'll report to the Customer Service Manager and work closely with colleagues across CS leadership to ensure consistency in standards, process, and direction
- The go-to person within CS for all things pension and SIPP — building and maintaining internal knowledge, guidance, and processes as the product evolves
- Primary CS liaison with the Product team — translating customer insight into actionable feedback, flagging friction points, and contributing to the pension customer experience roadmap
- Keeping across regulatory developments relevant to SIPP and pension products and ensuring the team is always up to speed
- Playing an active role in how Chip develops more personalised, regulated support for customers over time
- Day-to-day line management of a broader CS team with a Pensions specialism — setting the standard, driving performance, and developing people
- 1-2-1s, probation reviews, personal OKRs, and performance management
- Experienced in having difficult conversations and comfortable holding people to account with fairness and consistency
- Creating an environment where people are motivated, supported, and clear on what good looks like
- Representing Customer Support in the Pensions work stream — SLAs, KPIs, blockers, and solutions
- Rota management, leave, sickness cover, and OOH planning — always with a risk-based eye on customer impact
- Supporting the team with complex pension enquiries and acting as the escalation point when it matters
- Using data to understand performance, spot trends, and drive continuous improvement
- Ensuring full compliance with FCA regulatory requirements across every customer interaction
- Monday to Thursday: 9:00 AM – 6:00 PM
- Friday: 8:00 AM – 4:00 PM (Start your weekend early!)
Benefits
- 28 Days of Holidays - Plus
- Public
Holidays: Take 28 days to unwind and recharge, plus all public holidays!
We prioritize your work-life balance so you can enjoy life outside of work.
- Private Healthcare with Bupa - Your Health, Our
Priority: Get comprehensive care with Vitalitys private healthcare, where your medical history is disregarded, ensuring peace of mind whenever you need it.
- Chip Fitness Benefits - Your Wellbeing, Your Way: Support your fitness and mental wellbeing with access to classes, programs, and personal goals. We've got you covered!
- Employee Assistance Programme - We've
- Got
- Your
Back: Access confidential support for personal or work challenges, including mental health resources and practical advice.
We've got your back!
- Hybrid Working - Flexibility at Its Best: Work in the office 3 times a week, blending in-person collaboration with the comfort of home.
- Investing in Your Growth: We support your development with an annual training budget for courses, workshops, or conferences to help you advance your career.
- Pension: We invest in your future with a workplace pension scheme, contributing 5% on earnings up to £50,000. Plan ahead with confidence while you grow your career!
- Company Laptop - Work Anytime, Anywhere: Get a company laptop to stay productive on the go, wherever you are!
- Working Away Policy: Work from anywhere outside the UK for up to 90 days – take your job on the go!
- Cycle to Work Scheme - Ride in Style: Enjoy the Cycle to Work Scheme and pedal your way to a healthier, greener commute.
- Season Ticket Loan
Experience managing customer support teams within an FCA-regulated financial services environment, pensions, investments, mortgages, financial advice, or similar Motivated by helping build and shape, not just maintain A natural subject matter expert, someone who builds knowledge, shares it well, and uses it to influence across teams Operationally sharp, comfortable with data, SLAs, and the day-to-day reality of running a busy CS function A solid grasp of the compliance obligations that come with supporting customers on regulated products A people-first leader with a genuine track record of developing and getting the best out of a team We want real people People with interests, perspective and personality People who are good to work with, especially when things get hard We work in a regulated space, so the bar is high Technical skills matter, obviously The best teams are made up of individuals who bring different experiences into the room, not just polished CVs and good interview answers But they're not the only thing we hire for We're looking for someone who's genuinely excited about Chip and energised by the opportunity to help build the future of wealth, making saving, investing and pensions simpler and more accessible for everyone But we've built a team of smart, thoughtful people who care about doing great work and enjoy doing it together So alongside the technical side, we'll be looking for empathy, self-awareness, sound judgement, resilience and a collaborative mindset Experience in or adjacent to environments moving toward more personalised, regulated customer support Direct SIPP or pension product experience
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Customer Support Team Lead employer: Chip
Chip is an exceptional employer, offering a dynamic and inclusive work culture that prioritises employee growth and well-being. With flexible working arrangements, a generous benefits package including a workplace pension scheme and private medical insurance, and a commitment to professional development, employees are empowered to thrive in their roles. As part of a fast-growing fintech startup, you'll have the unique opportunity to make a significant impact on innovative products while collaborating with a diverse team of passionate individuals.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Team Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Chip. 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 Chip 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 Customer Support Team Lead
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 Chip:Your cover letter is your chance to shine! Tell us why you want to work at Chip 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 Chip!
How to prepare for a job interview at Chip
✨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.
