VP of Customer Support, Chip
£90-100k
+ Discretionary share option bonus
3 days a week in office (Shoreditch, London)
Investing and savings app
Posted today
Investing and savings app
201-500 employees
Posted today
£90-100k
+ Discretionary share option bonus
3 days a week in office (Shoreditch, London)
201-500 employees
Company mission
To build wealth for our generation.
Role
Who you are
- The ideal candidate must thrive in a fast-paced environment and have a hard-working attitude
- You must have a wealth of experience managing contact centre / live chat teams (ideally above 25 FTE)
- Experience of this within a banking or fintech environment would be strongly desirable
- We are open to both corporate and SME background but you must have commercial/business acumen and the necessary skills to implement new strategies and customer-based frameworks in a fast-paced fintech environment
- Passionate about customer experience and an authority on customer experience trends, themes and best practices, thus assuming a critical role as a trusted advisor on the subject for the organisation
- Tenacious approach to problem-solving
- Someone who is able to work from our London office 3 days per week
What the job involves
- We’re looking for a talented and dedicated VP of Customer Support to join us during this phase of high growth
- As Chip evolves, you'll ensure that our support remains reliable, efficient, and keeps pace with our trajectory
- You'll set our customer support strategy, adapt the operating model and be ultimately accountable for ensuring the delivery of an exceptional support experience that drives customer satisfaction and brand loyalty
- You’ll be overseeing a front-line team of 20+ agents and Team Leads, as well as a separate Customer Support Ops and Complaint Teams
- As VP, you sit on the Extended Leadership Team of ~15 other leaders across the business, working closely with many of them to deliver Customer Support insights, and identify and action areas of operational improvement
- Developing and implementing the overall Customer Support strategy
- Leading the continuous and ongoing development of the team and service provided, identifying and implementing new solutions and capabilities to elevate customer satisfaction and retention (e.g. new channels and technologies)
- Representing the voice of the customer at the executive level, ensuring that their needs and concerns shape our offerings and strategies
- Collaborating closely with other departments, such as Product, Engineering and Marketing, to streamline and improve the customer experience based on feedback
- Ensuring day-to-day effectiveness of the our support operations, working closely with our CS Manager and Team Leads to ensure smooth operations
- Setting clear objectives and KPIs for the team, ensuring alignment with Chip’s overall strategic goals
- Analysing customer data to gain insights into customer behaviour and identifying areas for improvement in the customer experience
- Identifying customer pain points, concerns, and feedback and implementing improvements to enhance the overall customer experience
- Managing the Customer Support department's budget to ensure resources are allocated effectively
- This includes forecasting financial needs, controlling expenses, and making cost-effective decisions without compromising service quality
- Ensuring compliance with relevant laws and regulations, such as data privacy and security regulations
Application process
- Although we’re in the financial space, and under the scrutiny that comes with it, the current customer service team works well together, and even sometimes with a smile
- We’re sure you’ve got the technical skills, otherwise, you would have stopped reading by now, so let us be clear on what will make us want to work with you
- We want a real person, with interests outside of work, to join our team. You could be a dancer, a gamer, a musician, a parent, a hockey fan, or even that one person that still writes Twilight fan-fiction. Doesn’t matter to us
- At the interview stages, we will be looking for empathy, eq, fun stories, and the ability to smile even when things are tough
- Video screen with someone from our Talent team
- Video interview with hiring manager
- Video interview with some of our ELT members
- Final interview with our CEO & a Exco member
Salary benchmarks
Our take
Chips offers a free app designed to make saving as easy as spending. Utilising an AI-driven system, the app calculates how much users could save, provides an option to decline, and automatically transfers the selected amount to the user's Chip account, streamlining the saving process.
To date, Chup's users have collectively saved over £800M, showcasing the product's popularity. The enthusiasm for Chip is evident, having raised a total of £43.5M with over 27.5k shareholders.
The company has bolstered its team with strong hires from notable organisations such as Purplebricks, Deposit Solutions, Barclays, Funding Circle, and Monzo, positioning Chip for significant growth. However, the challenge lies in remaining relevant amid a competitive landscape of savings and investment accounts. To address this, Chip continuously innovates its investment product to help users effectively build wealth.
Steph
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
35% female employees
0% employee growth in 12 months
Company
Funding (last 2 of 11 rounds)
Dec 2023
$6.5m
LATE VC
Nov 2022
$4.6m
CONVERTIBLE
Total funding: $80.7m
Company benefits
- Discretionary share option bonus
- Workplace pension scheme
- Private medical insurance (medical history disregarded)
- Employee Assistance Programme
- Cycle to work scheme
- Season ticket loan
- Free ChipX subscription for UK-based employees
- We are an equal-opportunity employer and value diversity
- Flexible working arrangements
- Unlimited holiday (policy not to count) ✈️
- Annual £1500 Personal Learning Allowance
- £30 per month Chip Fitness Benefit to suit your Mental/Physical Wellbeing
- Company laptop
Company values
- Be Accountable - Everything you do matters, Care about the end result, Challenge the norm, Disagree, yet commit to making it happen once a decision has been made, Do the best job possible
- Be Bold - Share our Ambition and do your bit to achieve it, Innovate: challenge the norm, break the mould and make it happen, Set goals that truly align with our mission, Do your best for our customers
- Be Collaborative - Work cross-functionally - we win as a team, Build strong relationships based on trust, Treat others fairly and respectfully, Hold others to account, Be supportive and inclusive, Have fun together
Company HQ
London, UK
Articles
Leadership
Simon Rabin
(Co-Founder & CEO)Previously co-founded Roamer. Prior to that, they were a Director at Txt2buy and a Marketing Manager at Unibutler.
Alex Latham
(Co-Founder & CMO)Previously worked in Marketing at Maxim and as Head of Growth at Pineapple Punk.
People progressing
Leena joined Chip in 2019 as an Operations Analyst and was promoted to Technical Product Owner just under 2 years later. Further promoted to Associate Product Manager in January 2023!
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