Customer Servicing Team Leader, Jaja
+ Bonus potential
Mobile-first credit products
Job no longer available
Mobile-first credit products
201-500 employees
Job no longer available
+ Bonus potential
201-500 employees
Company mission
To redefine and simplify the credit card experience, giving people more time to do the things they love.
Role
Who you are
- You’re a results-driven leader who thrives on accountability and team success. You inspire others through clarity, consistency, and a passion for customer excellence
- Proven track record of leading high-performing customer servicing teams in regulated environments
- Financial services / Fintech / credit card industry knowledge
- Strong understanding of frontline KPIs (e.g. AHT, FCR, CSAT, QA scores)
- Skilled in performance coaching using SMART/SBI frameworks
- Comfortable with data analysis and using insights to drive decisions
- Resilient, adaptable, and proactive in managing change
- Excellent communication and stakeholder management skills
Desirable
- Experience in multi-channel servicing (telephony, chat, email)
- Zendesk knowledge / experience
- Awareness of mental health and wellbeing in team leadership
- Familiarity with continuous improvement methodologies (e.g. Lean, Six Sigma)
- Experience with CRM and workforce management platforms
What the job involves
- Our Customer Servicing Team Leader role is one we are super excited about. The role offers variety with great potential for career development
- The focus of this opportunity is to deliver exceptional customer experience, across multiple channels, to deliver commercial success, within a regulated credit card environment
- Set clear performance expectations and KPIs aligned with customer servicing goals
- Use real-time data and dashboards to monitor team productivity, quality, and customer outcomes
- Conduct regular performance reviews, coaching sessions, and structured 1:1s to drive continuous improvement
- Recognise and reward high performance, while addressing underperformance constructively
- Champion customer-centricity by identifying friction points and implementing solutions
- Lead initiatives to improve digital channel adoption and reduce avoidable contact
- Collaborate with training and QA teams to close skill gaps and enhance service delivery
- Ensure adherence to regulatory standards and internal policies
- Support resolution of complex queries with a focus on first-contact resolution and customer satisfaction
- Partner with QA to analyse trends and implement corrective actions
Our take
Fintech startups make up the biggest component of the London startup scene, so there can be a lot of noise, but Jaja Finance is making a large splash on the scene with its mobile first credit products and partnership focused strategy.
A large number of credit transactions are still handled using traditional channels, with slow onboarding processes and counter-intuitive tools. Jaja offers mobile-first credit products that focus on fast applications providing a near-instant credit decision.
Jaja has focused its expansion strategy on partnering with established brands. In 2022, a consortium of investors committed to fund up to £120M in the company. Its new shareholders are bringing valuable insights to the business and will support the company to continue to offer best-in-class core technology, products, and services.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
43% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Nov 2025
$30.9m
GROWTH EQUITY VC
Apr 2022
$160.9m
GROWTH EQUITY VC
Total funding: $255.8m
Company benefits
- Compensation: We review salaries each year to ensure performance is rewarded and we retain our talent. If your responsibilities increase, so will your pay! You’ll also be included in our annual discretionary bonus scheme, linked to your performance.
- Holiday: You’ll start with 25 days a year of annual leave, plus public holidays, with an extra day of holiday added for each completed year of service (up to a maximum of 30 days). Plus, we’ll give you your birthday off each year.
- Health & Wellbeing: We’ve got you covered with private health cover through Vitality, with some additional perks, discounts and rewards to keep you active. You can also take advantage of our Employee Assistance Programme, with 24/7 support for issues like bereavement and health worries, access the cycle to work scheme and benefit from paid sick leave if you need to take a break.
- Learning & Development: We have a variety of internal learning opportunities to support your development, including company-funded training to support your professional development, and department-specific career pathways to provide growth and advancement opportunities.
- Pension: UK and Ireland-based employees will be automatically opted in to our enhanced pension scheme, with options to flex your contribution via our salary exchange scheme (or opt-out completely) as your choose.
- Family: All colleagues benefit from life insurance (4x base salary) and paid maternity, paternity, adoption or shared parental leave, if you’ve been with us for at least 26 weeks. Our flexible working policy is designed to offer support where needed.
Company HQ
Bloomsbury, London, UK
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