At a Glance
- Tasks: Lead and develop our UK Customer Support team while managing daily operations.
- Company: Join Flatpay, one of Europe’s fastest-growing fintech companies.
- Benefits: Enjoy a vibrant work culture with opportunities for growth and development.
- Other info: Be part of a fun, ambitious team dedicated to innovating payment solutions.
- Why this job: Make a real impact in a dynamic fintech environment and lead a passionate team.
- Qualifications: 2+ years in customer support management with a proven track record.
The predicted salary is between 40000 - 50000 £ per year.
Flatpay is one of Europe’s fastest-growing fintech companies and we’ve recently launched in the UK.
Location: 5 days a week – London, White City
Lead and develop our UK Customer Support team as we scale – owning quality, performance, and day-to-day operations.
Responsibilities- Manage day-to-day operations of the UK Customer Support function.
- Coach, train, and develop agents; run regular 1:1s, side-by-sides, and quality reviews.
- Own team KPIs – CSAT, response and resolution times, ticket volume.
- Handle escalations and difficult customer conversations personally where needed.
- Own and continuously improve the QA framework – set the standard, measure against it, close the gaps.
- Manage shift coverage, holiday planning, and absence across the operating window.
- Surface trends from customer interactions and feed them back to operations.
- Lead onboarding for new joiners and contribute to recruitment.
- Strong leadership – you take ownership, care about your colleagues and strive for excellence.
- Comfortable in high-volume phone-based environments – on the queue, not just behind a dashboard.
- Resilience and composure when handling difficult or escalated customer conversations.
- Data-driven mindset – you track what matters and use it to coach and improve.
- Organisation and time management across scheduling, 1:1s, and quality reviews.
- Fluent with CS tooling – ticketing systems, CRMs, diallers, and quality frameworks.
- Happy Humans – We bring energy to our work and create teams people enjoy being part of.
- No Assholes – We perform at a high level while treating colleagues and customers with respect.
- It’s Our Business, Own It – Everyone takes responsibility and manages their work like it’s their own business.
- Start With No – We challenge ideas, think commercially and focus on what truly creates value.
- Sky-High Ambitions – We set bold goals and expect people to keep raising the bar.
- The Best Argument Wins – Titles don’t decide outcomes. We debate openly to reach the best decisions.
- 2+ years directly managing a customer support, contact centre, or operations team with direct reports.
- Demonstrable track record improving a team-level KPI (CSAT, response times, FCR, productivity) – be ready to talk numbers.
- Direct experience handling escalations and difficult customer conversations.
- Experience designing or running a QA framework, knowledge base, or training programme.
- Fluent in English.
- Right to work in the UK (unfortunately we can’t offer visa sponsorship right now).
- Fintech, payments, SaaS, telco, energy, or insurance background.
- Experience managing or working alongside outsourced/BPO teams.
- Experience with vulnerable customer handling or FCA-regulated environments.
- Application Review– Our Talent Team reviews your CV to assess experience and potential fit.
- Talent Team Call (20–30 minutes)– A conversation to understand your background and experience.
- First stage interview - A 1:1 Microsoft Teams interview with the hiring manager.
- Final Interview– A 1:1 In person interview with the hiring manager.
- Offer– Successful candidates receive a fast-turn around offer, with onboarding dates available monthly.
Welcome to Flatpay! Flatpay is not just another payment solution; we are dedicated to innovating the market for payment solutions and financial services in the SME segment with our customer-centric and transparent services. Today, we are one of the fastest-growing fintech companies out of the Nordics - and Denmark's fastest unicorn! Flatpay is more than just work. We believe in fostering a vibrant and fun work culture where our ambitious colleagues can thrive. As part of our team, you will be one of +2.000 passionate colleagues dedicated to making a difference in the world of payments. What sets Flatpay apart is our dedication. We continuously strive to stay ahead of the curve, adapting our solutions to meet our client's evolving needs. Let's shape the future of merchants together!
Customer Support Team Lead in London employer: Flatpay
Flatpay is an exceptional employer that prioritises a vibrant and supportive work culture, where employees are encouraged to take ownership and strive for excellence. With a focus on professional development, our Customer Support Team Lead will have the opportunity to coach and mentor a dynamic team in the heart of London, while enjoying competitive benefits and a collaborative environment that values respect and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Team Lead in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Flatpay. 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 Flatpay 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 in 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 Flatpay:Your cover letter is your chance to shine! Tell us why you want to work at Flatpay 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 Flatpay!
How to prepare for a job interview at Flatpay
✨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.
