Customer Support Manager, Jaja
£50k
+ Bonus potential
Mobile-first credit products
Be an early applicant
Mobile-first credit products
201-500 employees
Be an early applicant
£50k
+ 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
- Proven experience managing customer service teams in financial services
- Strong knowledge of telephony and digital messaging platforms (Zendesk/AWS/Twillio)
- Excellent leadership, coaching, and people development skills
- Analytical mindset with ability to design data, interpret data and drive improvements
- Understanding of regulatory requirements (FCA, GDPR)
- Strong communication and stakeholder management skills
- Customer-focused and empathetic
- Data and results-driven with a continuous improvement mindset
- Collaborative and inclusive leadership style
- Resilient and adaptable in a fast-paced environment
What the job involves
- This is a chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever
- We have a collaborative team structure fuelled by an exciting mix of people, welcoming experienced people from the industry with both feet on the ground and tech-savvy dreamers who pave way for the new stuff. Come as you are and be yourself!
- Purpose of the Role:
- To lead and manage the Customer Servicing function across telephony and messaging with 2 team leaders reporting directly to you, ensuring exceptional customer experience, operational efficiency, and compliance with financial services regulations
- The role is pivotal in driving service excellence, team engagement, and continuous improvement
- What’s the opportunity?
- You will work in a dynamic fast paced environment, delivering a significant change agenda for a business that is shaking up the Consumer Finance industry
- Working with a passionate set of colleagues who excel at delivery you will have a varied and interesting portfolio of activity that is not constrained by the status quo
- Key Responsibilities:
- Leadership & Team Management:
- Oversee day-to-day operations of telephony and messaging teams
- Set clear performance objectives and be accountable to set and deliver KPIs
- Foster a culture of accountability, collaboration, and customer-centricity
- Coach and develop team leaders to build high-performing teams
- Customer Experience:
- Ensure all customer interactions meet quality standards and regulatory requirements
- Monitor service levels across channels and implement strategies to improve response times and resolution rates
- Act as an escalation point for complex or sensitive customer issues
- Operational Excellence:
- Manage workforce planning, scheduling, and resource skills and allocation to meet demand
- Drive process improvements to enhance efficiency and reduce customer effort
- Utilize data and MI reporting to identify trends and inform decision-making
- Compliance & Risk Management:
- Ensure adherence to FCA regulations, GDPR, and internal policies
- Maintain robust controls to mitigate operational and reputational risk
- Support audits and regulatory reviews as required
- Continuous Improvement:
- Champion digital servicing initiatives and automation opportunities
- Gather customer feedback and insights to inform service enhancements
- Lead projects to optimize multi-channel servicing strategies
- Key Performance Indicators (KPIs):
- Customer satisfaction
- Service level adherence (telephony and messaging)
- First contact resolution rate
- Compliance audit scores
- Employee engagement and attrition rates
Our take
Fintech startups make up the biggest component of the London startup scene, so there can be a lot of noise, but Jaja 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 £120 million 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
$30.7m
GROWTH EQUITY VC
Apr 2022
$160.2m
GROWTH EQUITY VC
Total funding: $254.5m
Company benefits
- Apply for up to 4 weeks non-paid leave
- Learning & development budget
- 25 days holiday (excl. bank holidays)
- Competitive salary
- Flexible working locations including remote and at our We Work Office
- Free tea and coffee, beer, and prosecco at our We Work office
- Pension
- Bonus
Company HQ
Bloomsbury, London, UK
Leadership
Kyrre Riksen
(Chief Marketing Officer)Graduated from McGill University with a degree in Information Systems and Management. 2 years at General Electric as an analyst. 6 years at Telenor as a VP and Director of the Financial Services department.
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