At a Glance
- Tasks: Lead customer support operations and manage third-party supplier relationships.
- Company: Join a revolutionary fintech company transforming financial management for consumers.
- Benefits: Competitive salary, dynamic work environment, and opportunities for professional growth.
- Other info: Fast-paced role with excellent career advancement potential.
- Why this job: Make a real impact in a high-growth fintech space while enhancing customer experiences.
- Qualifications: Proven experience in customer support leadership and strong analytical skills.
The predicted salary is between 50000 - 65000 € per year.
Key qualifications
- Proven experience in operations, supplier management, or customer support leadership (ideally within fintech, financial services, or tech).
- Strong track record managing third-party suppliers and outsourced teams.
- Experience collaborating with customer support metrics and operational KPIs.
- Excellent stakeholder management and communication skills.
- Ability to balance strategic thinking with hands-on execution.
- Strong analytical mindset with confidence using data to drive decisions.
Summary of position
QUALCO UK have a new consumer facing product that will revolutionise the way customers manage and handle their finances. ‘Togglit’ provides an innovative customer support service; enabling consumers to make payments, manage their budgets and seek financial and debt support and advice. Reporting to the Director of Product, the Customer Support Lead will take ownership of our third-party supplier ecosystem, with a particular focus on customer support delivery and operational excellence. This is a high-impact role within a growing fintech business, combining direct operational management with strategic input across the wider organisation. The Customer Support Lead will be responsible for ensuring our outsourced partners deliver exceptional customer experiences while supporting the operational and strategic goals of the company. Collaborating closely with internal stakeholders across Product, Compliance, Commercial, and Technology, they will help scale our operations as we continue to expand our financial wellness services to both B2B clients and consumers. This role will suit someone who has proven experience in a similar role, is an analytical thinker, thrives in fast-moving environments, enjoys building strong partner and stakeholder relationships, and is comfortable balancing day-to-day operations with longer-term planning and operating in ambiguity where structure does not yet exist. A proactive, ownership driven approach.
Key responsibilities
- Own relationships with third-party suppliers, primarily customer support partners, acting as the main operational point of contact.
- Set and monitor performance expectations, including quality assurance and compliance standards, through SLAs, KPIs, and governance frameworks.
- Build reporting frameworks for operational performance to share with Leadership.
- Lead regular business reviews, and continuous improvement initiatives.
- Manage onboarding of new suppliers and support contract renewals or transitions when required.
- Monitor key metrics such as CSAT, response times, resolution rates, and escalations.
- Drive consistency of customer experience across channels and suppliers.
- Identify inefficiencies in process and implement solutions.
- Contribute to operational strategy, including customer journey decisions, and supplier resourcing models.
- Collaborate with Risk & Compliance to ensure regulatory requirements are embedded in supplier operations.
- Act in accordance with QUALCO regulatory requirements and best practice guidelines, including Consumer Duty.
Required skills and experience
- Experience in regulated environments (financial services, payments, or similar).
- Exposure to B2B and B2C operating models.
- Familiarity with customer support platforms and operational tooling.
- Experience scaling operations in a high-growth company.
Customer Support Lead in Weybridge employer: Qualco UK Limited
QUALCO UK is an exceptional employer, offering a dynamic work environment where innovation meets operational excellence. As a Customer Support Lead, you will play a pivotal role in shaping the future of financial wellness services while enjoying a culture that prioritises collaboration, professional growth, and a commitment to delivering outstanding customer experiences. With a focus on employee development and a supportive atmosphere, QUALCO UK stands out as a rewarding place to advance your career in the fintech sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Lead in Weybridge
✨Tip Number 1
Network like a pro! Reach out to your connections in the fintech and customer support space. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching the company and its products, especially ‘Togglit’. Understand their mission and values, and think about how your experience aligns with their goals. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Show off your analytical skills! Be ready to discuss how you've used data to drive decisions in past roles. Bring examples of how you’ve improved customer support metrics or operational KPIs, as this will resonate well with the hiring team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive and take the initiative to connect directly with us.
We think you need these skills to ace Customer Support Lead in Weybridge
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the key qualifications mentioned in the job description. Highlight your experience in operations and customer support leadership, especially if you've worked in fintech or tech. We want to see how your background aligns with what we're looking for!
Showcase Your Analytical Skills:Since this role requires a strong analytical mindset, don’t shy away from sharing examples of how you've used data to drive decisions in your previous roles. We love seeing numbers and metrics that demonstrate your impact!
Communicate Clearly:Excellent communication skills are a must for this position. When writing your application, be clear and concise. Use straightforward language to convey your ideas and experiences, as we value effective stakeholder management.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you're proactive, which is exactly the kind of attitude we appreciate!
How to prepare for a job interview at Qualco UK Limited
✨Know Your Numbers
Make sure you’re familiar with key customer support metrics like CSAT, response times, and resolution rates. Being able to discuss how you've used these metrics in past roles will show your analytical mindset and ability to drive decisions based on data.
✨Showcase Your Supplier Management Skills
Prepare examples of how you've successfully managed third-party suppliers or outsourced teams. Highlight specific challenges you faced and how you overcame them, as this role heavily relies on strong supplier relationships.
✨Communicate Like a Pro
Since excellent stakeholder management is crucial, practice articulating your thoughts clearly and confidently. Think about how you can convey complex ideas simply, especially when discussing operational strategies or compliance requirements.
✨Embrace the Ambiguity
This role requires balancing day-to-day operations with long-term planning. Be ready to discuss how you've thrived in fast-moving environments and tackled situations where structure was lacking. Share specific examples that demonstrate your proactive approach.
