At a Glance
- Tasks: Lead and develop a dynamic support team, blending human expertise with AI tools.
- Company: Join Stream, a socially conscious fintech company transforming financial wellbeing.
- Benefits: Competitive salary, generous leave, private healthcare, and flexible working options.
- Other info: Embrace a hybrid work model and enjoy excellent career growth opportunities.
- Why this job: Make a real impact by improving financial tools for everyday workers.
- Qualifications: Experience in B2B and B2C service functions, with a knack for managing diverse teams.
The predicted salary is between 50000 - 60000 £ per year.
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 300 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
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: 4 office days office time, with 1 day remote
Compensation: £50,000-60,000 base + equity
Benefits
- 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 & save on Tax and NI + added compound growth
- Enjoy savings with our electric vehicle salary sacrifice scheme
- Season Ticket Loan
- Access to Salary Sacrifice Schemes via ThanksBen: THE Benefits marketplace. Choose the benefits you want, when you want. Pay less tax, receive more value, including: Workplace nurseries, Cycle to Work, Home and Tech Scheme and more.
The best benefit of all, access to Stream! At Stream we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Stream is an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, or veteran status.
Support Manager, UK employer: Wagestream
Stream is an exceptional employer that prioritises the financial wellbeing of its employees while fostering a vibrant and inclusive work culture. With a strong commitment to personal development, employees benefit from tailored growth plans, generous leave policies, and unique perks like paid volunteer time and private healthcare. Located in the UK, Stream offers a dynamic environment where passionate individuals can thrive, contribute to meaningful change, and be part of a rapidly growing company with a social conscience.
StudySmarter Expert Advice🤫
We think this is how you could land Support Manager, UK
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Wagestream. 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 Wagestream 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 Support Manager, UK
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 Wagestream:Your cover letter is your chance to shine! Tell us why you want to work at Wagestream 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 Wagestream!
How to prepare for a job interview at Wagestream
✨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.
