Customer Service Team Lead, Chip
£34-37k
+ Discretionary share option bonus
Investing and savings app
Be an early applicant
Investing and savings app
201-500 employees
Be an early applicant
£34-37k
+ Discretionary share option bonus
201-500 employees
Company mission
To build wealth for our generation.
Role
Who you are
- Proven leadership experience, including remote team management in a shift environment
- Knowledge of management techniques and data-driven decision-making
- Track record of setting and meeting targets and KPIs
- Ownership mentality in customer issue resolution
- Extensive use of support tooling (Intercom preferably)
- Analytical skills to interpret data, identify trends, and drive insights
- Strategic mindset with troubleshooting and multi-tasking abilities
- Exceptional communication and negotiation skills
- Adaptable to shifting priorities and refining the customer journey
- Solid knowledge of regulatory standards (FCA, GDPR, KYC/AML)
- Customer-centric approach with a knack for enhancing customer experiences beyond issue resolution
- We want a real person with interests — whether you're a dancer, gamer, musician, parent, hockey fan, or even still penning Twilight fan-fiction, we’d love to meet you
What the job involves
- As a Customer Service Team Lead, you’ll be responsible for managing a team of (5-10) customer support agents, you’ll report directly to the Customer Service Manager, focusing on meeting customer service (CS) targets and KPIs
- You will manage and prioritise customer contact volumes, ensuring the team delivers consistently high-quality, responsive service
- With a strong understanding of our products, you’ll support both team members and customers, proactively seeking ways to elevate the customer experience
- Your role combines operational responsibilities with direct team management, requiring close collaboration to align of processes, and the vision of the CS function
- You’ll work closely with frontline agents and can expect to spend around one third of your time communicating directly with customers
- You’ll be accountable for achieving targets, identifying and resolving service issues, and monitoring real-time analytics to remain within SLA requirements
- Lead, motivate, and support the Customer Service team
- Conduct probation reviews and regular 1-2-1 meetings
- Set and monitor personal OKRs, identifying areas for development and growth
- Drive performance management and assist in recruitment processes
- Monitor and analyse customer service metrics to optimise performance and anticipate issues
- Oversee bug reporting and updates, supporting complex customer enquiries
- Ensure the team consistently meet SLAs & KPIs
- Collaborate with other departments to drive product improvements and elevate the customer experience
- Propose and implement process improvements and automation opportunities
- Adhere to compliance standards (FCA, GDPR, KYC/AML), ensuring regulatory expectations are met
- Adapt to real-time changes in customer demand to minimise service impact
- Support ongoing training initiatives and continuous learning for team members
- Address escalated customer enquiries with a proactive, solutions-driven approach
Application process
- During the interview, we’ll be looking for empathy, emotional intelligence, fun stories, and the ability to keep a positive outlook, even when things get challenging
- Video screen with someone from our Talent team
- Video interview with the hiring manager
- Final interview with the Head of Customer Success
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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