Customer Support Operations Manager

Remote first, must be happy to travel to both Bristol and London for team days ( roughly once per month)

My client is a mission led B2C Fintech with focus of creating financial inclusion & a happier and healthier relationship with money for consumers across UK & US. They have a number of award winning products built into their B2C Bank Account allowing consumers to have practical tools ( E.G Credit building) whilst educating themselves on financial decisions.

2026 is very much about scale up – growing the brand, acquiring new customers and launching new products.

As part of the scale up journey, we are adding a new layer of management into the customer support team where each manager will have up to 6 live chat agents reporting into them & also be responsible for one project within the department – This role is focused on operations & efficiencies.

If you are an individual who enjoys change & making an impact on a department then this could be the role for you – You will have full autonomy to make operational changes, find more efficient ways of tasks being completed & streamline the daily operation

Responsibilities

• Oversee the daily operations of the Member Support team, ensuring smooth delivery of service across channels
• Lead workforce management, including rota planning, shift optimisation, and ensuring appropriate coverage
• Monitor and manage team workloads, balancing resources to meet demand and maintain SLAs
• Act as a key escalation point for operational issues as well as P1/P2s, resolving challenges swiftly and effectively
• Track and analyse performance metrics (e.g., CSAT, response times, resolution rates)to identify trends and opportunities
• Own key performance outcomes, including SLA adherence, member satisfaction, and efficiency metrics
• Drive accountability for performance across the team through data-led insights and regular reviews
• Implement scalable processes and tools to improve operational efficiency and member experience
• Partner with the Head of Member Support to forecast demand and plan resources accordingly
• Lead initiatives to streamline workflows, reduce inefficiencies, and enhance productivity.
• Collaborate with cross-functional teams (e.g., Product, Tech)to address operational pain points and implement solutions
• Champion continuous improvement, encouraging a culture of innovation and problem-solving
• Contribute to business projects, bringing operational insights that shape strategy and decision-making

Requirements

• Customer Support Team Lead experience in a Fintech, Payments or Tech start up / scale up culture
• Worked in a B2C environment – Comfortable managing a team with high volume of consumer queries
• Data-driven: Skilled at using analytics and KPIs to monitor performance, identify gaps, and drive improvements
• Process-focused: Passionate about creating scalable, efficient systems that improve both team and member outcomes
• Decisive problem-solver: Able to handle escalations and operational challenges with clarity and confidence.
• Tech-enabled: Comfortable working with support platforms (e.g., Zendesk, Intercom) and workforce management tools.
• Comfortable working in a fast paced changing environment & can evidence where they have added to a businesses success
• Experience managing a remote based team with monthly travel (1-2 a month)
• Evidence of building policies & procedures which are scalable for business growth