Experienced Customer Service Team Lead – Fintech Industry
Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join arenaflex, a dynamic fintech company revolutionizing the way people save and invest. As an Experienced Customer Service Team Lead, you'll play a pivotal role in shaping the future of our award-winning wealth app, used by over 500,000 people and managing over £4 billion.
About arenaflex
arenaflex is a creative and diverse team of 160 individuals from various backgrounds and industries. We're driven by a shared vision to build a wealth app that empowers our community to effortlessly build their long-term wealth. Our team is passionate, collaborative, and committed to making a positive impact. We're proud to have received several awards, including Best Personal Finance App at the 2022 & 2024 British Bank Awards.
Job Highlights
* Competitive salary: £34,000 - £37,000 per annum
- Discretionary share option bonus
- Workplace pension scheme
- Private medical insurance (medical history disregarded)
- Employee Assistance Programme
- Cycle to work scheme
- Season ticket loan
- Free arenaflex subscription for UK-based employees
- Flexible working arrangements
- Unlimited holiday (policy not to count)
- Annual £1,500 Personal Learning Allowance
- £30 per month arenaflex Fitness Benefit to suit your Mental/Physical Wellbeing
- Company laptop
- Opportunity to have a huge impact on our product while fast-tracking your knowledge, responsibility, and skills in a high-growth fintech startup
Responsibilities
As a Customer Service Team Lead, you'll be responsible for managing a team of 5-10 customer support agents, reporting directly to the Customer Service Manager. Your primary focus will be on meeting customer service (CS) targets and KPIs, managing and prioritizing customer contact volumes, and ensuring the team delivers consistently high-quality, responsive service. Key Responsibilities:
- 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 analyze customer service metrics to optimize performance and anticipate issues
- Oversee bug reporting and updates, supporting complex customer enquiries
- Ensure the team consistently meets 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 minimize service impact
- Support ongoing training initiatives and continuous learning for team members
- Address escalated customer enquiries with a proactive, solutions-driven approach
Requirements
* 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
What We're Really Looking For
We're not just looking for someone with the right skills; we're looking for someone who shares our passion for delivering exceptional customer experiences. We want someone who is genuinely excited about arenaflex and eager to help us build the wealth app of the future. If you're 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.
Our Interview Process
Our interview process typically consists of:
- Video screen with someone from our Talent team
- Video interview with the hiring manager
- Final interview with the Head of Customer Success
Why Join arenaflex?
* Be part of a dynamic and growing fintech company
- Work with a talented team of individuals from diverse backgrounds and industries
- Contribute to shaping the future of our award-winning wealth app
- Enjoy a competitive salary and benefits package
- Have the opportunity to fast-track your knowledge, responsibility, and skills in a high-growth fintech startup
- Be part of a company that values diversity, inclusion, and equal opportunities
Ready to Join the arenaflex Team?
If you're a seasoned leader with a passion for delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Don't miss out on the chance to join a dynamic and growing fintech company that's revolutionizing the way people save and invest. Apply now and take the first step towards a rewarding career with arenaflex. Apply To This Job Apply for this job