Customer Service Team Lead, Tembo
1-2 days a week in office (London Bridge, London)
Award-winning mortgage service and market-leading ISA Savings provider
Job no longer available
Award-winning mortgage service and market-leading ISA Savings provider
101-200 employees
Job no longer available
1-2 days a week in office (London Bridge, London)
101-200 employees
Company mission
To empower financial wellbeing.
Role
Who you are
- Proven experience in a customer support leadership or team lead role within fintech, banking, or regulated financial services
- Strong background in supporting and coaching agents handling in-app chat, email, and phone communications
- Experience managing resourcing and scheduling to ensure team coverage during peak times
- Skilled in conducting 1:1s, performance reviews, QA feedback sessions, and setting personal development plans
- Confident handling escalated customer queries and complaints with calm, solutions-focused leadership
- Ability to mentor, motivate, and develop a high-performing team in a fast-paced, customer-first environment
- Strong operational awareness and ability to manage SLAs, team KPIs, and support workflows effectively
- Comfortable working cross-functionally with teams including ISA Transfers, Home Purchase and Complaints teams
- Collaborative mindset to align with the wider business (Product, Compliance, Marketing) and feed insights back to improve tools and journeys
- Excellent communicator — able to keep the team aligned with strategic goals while advocating for both team needs and customer outcomes
- A team player who enjoys turning complexity into clarity, and helping teams stay aligned and scalable as Tembo grows
- Passion for delivering outstanding customer experience in a fast-paced, mission-led business
- Collaborative, with exceptional communication skills
- Mindset to thrive in a fast-paced, dynamic start-up environment
What the job involves
- We’re looking for an experienced, customer-centric Customer Service Team Lead who isn’t afraid to roll their sleeves up, to help deliver the best, most trusted customer service as we grow our business
- In this role, you’ll be responsible for leading the Customer Service team. This includes liaising with internal and external stakeholders and delivering 5* service, 7 days a week whilst continually implementing process improvements and optimising resources. You will also successfully collaborate with our operations, technology and compliance teams to ensure we achieve our company growth objectives
- As a tech-enabled business there is a big focus on innovative AI/technology focused solutions to create the optimum customer experience whilst also enabling Tembo to scale quickly.
- At Tembo we utilise the latest tools and systems to deliver top class service, you’ll own the ongoing training and utilisation of these tools to ensure the team are making the most of the tools at their fingertips (eg Using Intercom AI to automatically resolve as many tickets as possible without human intervention)
Salary benchmarks
Our take
Tembo is a digital platform transforming home buying and remortgaging by combining technology with expert advice to maximise affordability. It scans over 100 lenders and 25 specialist schemes, boosting buyers' budgets by an a average of £82,000.
The company offers tailored mortgage solutions such as family boost and shared ownership deals, alongside life, income, and critical illness insurance. Its an interesting approach and since its 2020 launch, Tembo has assisted thousands of first-time buyers with innovative solutions for homeownership.
On its growth path it recently secured substantial funding as well as acquiring Nude Finance, further strengthening its position in the market. This acquisition alongside its rapid growth, puts Tembo in a great position for continued success and innovation in making homeownership more accessible in the UK.
Freddie
Company Specialist at Welcome to the Jungle
Insights
76% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Nov 2024
$19.2m
SERIES B
Apr 2023
$6.9m
EARLY VC
Total funding: $29.5m
Company HQ
Bermondsey, London, UK
Leadership
Richard Dana
(Co-Founder & CEO)Former CFO of Founders Factory and co-founder of budget boutique hotel Doris&Dickey (which sold to Chic Retreats).
Geoff Wright
(Co-Founder & CTO)Previously a Contractor at SilkFred, Babylon Health, StorIQ and BitPesa.
Eddie Ross
(Co-Founder & CPO)Co-founder of Circl. Previously founded DigiSub where they served as the CEO. They also served as the CPO at Mojo Mortgages and as the Head of Product and Director of Product and Technology at Quint Group.
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