Customer Service Manager, Chip
£40k
+ Discretionary share option bonus
More information about location
Investing and savings app
Job no longer available
Investing and savings app
201-500 employees
Job no longer available
£40k
+ Discretionary share option bonus
More information about location
201-500 employees
Company mission
To build wealth for our generation.
Role
Who you are
- 4+ years’ people management experience
- Experience as a manager at a financial institution
- Excellent knowledge of management methods and techniques
- Experience in working to and delivering targets & KPI’s
- Experience overseeing QA activity and delivering training based on findings
- An ability to take ownership of customer issues
- Previous exposure to managing & motivating a team remotely
- Involvement in setting a clear mission and deploying strategies focused on delivery
- Ability to think strategically and to lead
- Advanced troubleshooting and multi-tasking
- Strong communication & negotiating skills
- Someone with a genuine interest in Chip and is excited about being part of a fast-growing company and our mission to build the investment super app of the future
- 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
What the job involves
- As Customer Service Manager, you will be reporting directly to the Head of Customer Success and you will be responsible for delivering key service targets & KPIs and overseeing our team of Customer service agents and team leaders
- You will always ensure both efficient and high-quality service is being consistently delivered across the team of agents, giving particular focus to QA scores and volumes of chats handled
- Your day-to-day responsibilities will be a mixture of operational duties, direct line management of the Service Team Leader, QA Specialist and L&D specialist and 2nd line management of CS agents.Close collaboration will be required with the wider business to ensure consistency across management styles, processes, and delivery of the future vision & direction of the Customer support function
- The role will also align closely with The Customer Success Team and collaborating on key strategic goals will be essential.The role will also be accountable for QA reporting and ensuring that relevant training is delivered to agents in a time sensitive fashion
- To be successful, you will also be responsible for resource management, ensuring there is adequate cover to meet customer demand
- You will be identifying times when an increase in volume is likely and staffing up accordingly (changing working patterns, paying overtime, implementing different ways of working)
- You will also be responsible for enhancing efficiency and optimising processes in the CS Team
- Monitoring day-to-day real-time analytics to ensure all work streams are within SLA and tasks are prioritised correctly will be crucial
- People management responsibilities for the CS Team Leader, QA Specialist and L&D Specialist, including but not limited to performance management, personal OKR setting and reviews, implementing health and wellbeing initiatives
- 2nd line manager responsibilities and supporting the Team Leader in managing agents
- Overseeing team QA activity and ensuring high standards are maintained
- Overseeing team L&D and delivering key training based on QA findings
- Delivering key training based on product development
- Leading & motivating the team to ensure they meet key KPIs
- Acting as an escalation point and resolving complex customer issues
- Hosting weekly / monthly 1-2-1’s
- Recruitment
- Operational management responsibilities:
- Overseeing OOH cover such as bank holidays and managing leave requests across the team. Always taking a risk-based approach considering the impact on business & customer
- Implementing shift patterns across the team to expand coverage
- Data collection to help drive performance and enhance the customer service
- Data reporting and escalations to the wider business
- Considering alternative ways of working & operational efficiencies to provide a better customer journey
- Ensuring all aspects of compliance are adhered to
- Responding to real changes in customer demand to reduce any potential impact on service delivery
Application process
- Our Interview Process: 📖
- Video screen with someone from our Talent team
- Video interview with the hiring manager
- Final interview with VP of Customer Experience & Transformation
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
Company
Funding (last 2 of 12 rounds)
Sep 2025
$22.8m
LATE VC
Dec 2023
$6.8m
LATE VC
Total funding: $107.5m
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 HQ
London, UK
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.
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