Support Team Leader

Social network you want to login/join with:

Support Team Leader

LondonCustomer Operations – Support Team /Full Time /Hybrid

Apply for this job

The Support Team Leader will provide line management, professional guidance, and support to a small group of executives in the team, focusing on daily task management. You will be the line manager responsible for daily tasks, your team’s well-being, individual goals, and collaborating on process and customer interaction improvements.

As a Team Leader, you will coach team members, conduct performance reviews, and hold weekly 1-1 meetings to enhance their skills and performance. You should be knowledgeable enough to handle and triage all queries in the general queue and assist wherever needed, acting as a duty coordinator with support from other Team Leaders. You will coordinate resources across teams to ensure optimal customer outcomes and stay aligned with company changes, roadmaps, and targets, working closely with the Support Team Lead, Managers, and other Leaders to foster a high-performing team.

What you\’ll do

1. Team management:
2. Organize weekly 1-1s to discuss progress and development based on current metrics.
3. Monitor customer interactions via Intercom and phone calls, generating reports for compliance.
4. Run coaching sessions on best practices and customer service.
5. Daily management:
6. Conduct daily morning huddles.
7. Manage queues and delegate tasks as Duty Coordinator.
8. Maintain professionalism and motivate team members.
9. Handle escalations and follow-up accordingly.
10. Engage with customers through Intercom to address queries.
11. Expert knowledge:
12. Know escalation points for niche issues and own resolution.
13. Identify common issues and plan improvements.
14. Assist support areas in training, content, and communication.
15. Improvements:
16. Support development and implementation of progression frameworks.
17. Seek ways to improve processes and document best practices.

Our Customer Commitment

At Moneybox, we aim to help customers turn their money into something greater—saving, investing, or buying their first home—with a service that’s simple, reliable, and supportive throughout their journey.

• We RAISE the bar with our service…
• Relationship: We prioritize customers, providing swift resolutions and consistent contacts, celebrating wins, and maintaining high service standards.
• Advocacy: We listen and advocate for customers, sharing feedback and acting on it during feature testing.
• Integrity: We act honestly, fairly, and with customers\’ best interests in mind, providing extra support for accessibility and vulnerability cases.
• Simplicity: We communicate clearly, avoiding jargon to ensure understanding.
• Expert App Knowledge: We empower teams with knowledge to help customers achieve their goals, encouraging ongoing learning and development.

#LI-CS1

Working days

• Five days per week, including weekends on a rotational basis.
• Shifts are 9 am – 5:30 pm, with additional overtime available.
• This role can be fully remote within the UK or hybrid (2 days in the London office per week).

Who you are

• You’re a natural people person, eager to lead and support your team’s growth.
• You promote diversity and transparency within your team.
• You’re enthusiastic, positive, proactive, and open-minded.
• You’re organized, able to see the big picture, and manage daily workflows.
• You communicate effectively and professionally.
• You value feedback and see it as an opportunity for growth.
• You are confident, friendly, and experienced in leadership, able to explain requirements clearly and deliver excellent service.
• You are ambitious and looking to build your career in a fast-growing company.

Experience and skills

• Excellent written and verbal communication skills.
• Strong analytical and problem-solving skills.
• Ability to understand and explain complex processes clearly.
• Meticulous attention to detail.
• Excellent time management skills.
• Relevant experience in a similar role.
• For internal candidates: ideally, you have passed your probation; external candidates require at least 1+ years in a similar role.

#J-18808-Ljbffr