Support Manager

Stream was founded with the mission to provide fair financial tools to the everyday worker. Offered through destination employers like Greene King, Bupa, Burger King, Asda and the NHS, our award‑winning platform helps over three million people to earn, learn, save, spend and borrow on their own terms, all in one smartphone app. Stream is unique: VC backed and growing at scale, but with a social conscience. Some of the world's leading impact funds were our founding investors, and we operate on a social charter, which means every product and service we create must measurably improve financial wellbeing. You’d be joining a team of over 250 passionate, ambitious people across Europe and the USA, building a category‑defining product, and united by that same mission.

The Opportunity: Stream Support is a strategic business enabler - not a cost centre. This role leads a multi‑functional team of 10+ people, blending human expertise with AI‑powered tooling to deliver outstanding service at scale across the UK. You will operate across both our B2B and B2C dimensions - understanding how the needs of each audience differ and ensuring your team delivers brilliantly for both.

Your role:

• Lead, motivate, and develop a team of 10 or more direct and indirect reports - including Support Representatives, Senior Support Representatives
• Own the team's performance dashboard - interpreting data, identifying trends, and turning insight into action
• Hold regular, high‑quality 1:1s focused on performance, growth, and wellbeing - creating personalised development plans that build a talent pipeline for the wider business
• Ensure all agents are equipped to handle new products, processes, and regulatory requirements as they land
• Conduct regular audits of written and verbal customer communications; provide constructive, actionable feedback
• Stay current with AI developments in customer support; act as a champion for responsible, practical adoption within the team
• Identify and drive opportunities to automate repetitive tasks, triage, and routine enquiries - freeing agents to focus on complex, high‑value interactions
• Act as the voice of the customer inside Stream - translating frontline insight into actionable evidence that influences decisions in Customer Success, Product, Engineering, and beyond

Essential experience:

• Experience working across both B2B and B2C service functions - with a clear understanding of how the needs, expectations, and communication styles of business clients and end consumers differ
• Experience managing multiple functions or workstreams simultaneously - people, operations, enablement, or technical not just a single agent team
• Demonstrable success in deploying or scaling AI/automation tools within a support or service operations context
• Strong background in managing customer‑focused KPIs and SLAs, with a data‑informed approach to performance management
• Experience partnering with engineering or product teams - comfortable in technical conversations and confident translating agent feedback into product insight

Desirable:

• ITIL Foundation (V3 or V4) or equivalent service management framework knowledge
• Experience in a regulated industry (fintech, financial services, or similar)
• Familiarity with tools such as Intercom, Assembled, Snowflake, or similar support/WFM/data platforms

Hybrid Working: Ability to work from our London office, blending with remote work.

Benefits: What will we do for you?

• 25 Days Annual Leave in addition to public holidays (up to 5 day rollover), as well as flexible time off allowances for any ad‑hoc childcare/family/caring needs
• 24 weeks' paid Maternity Leave and 4 weeks paid Paternity Leave for employees with over 12 months service
• Special Leave for In Vitro Fertilisation (IVF) and other fertility treatments
• Sabbatical scheme
• Paid leave to volunteer
• Private Healthcare including comprehensive mental and physical healthcare
• Salary sacrifice to pension, as well as bonus exchange to Pension: reap even more rewards of any bonus by paying into your pension