Customer Service Team Lead
Customer Service Team Lead
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Job Description
Were looking for an experienced customercentric Customer Service Team Lead who isnt afraid to roll their sleeves up to help deliver the best most trusted customer service as we grow our business.
In this role youll be responsible for leading the Customer Service team. This includes liaising with internal and external stakeholders and delivering 5* service 7 days a week whilst continually implementing process improvements and optimising resources. You will also successfully collaborate with our operations technology and compliance teams to ensure we achieve our company growth objectives.
As a techenabled business there is a big focus on innovative AI/technology focused solutions to create the optimum customer experience whilst also enabling Tembo to scale quickly. At Tembo we utilise the latest tools and systems to deliver top class service youll own the ongoing training and utilisation of these tools to ensure the team are making the most of the tools at their fingertips (eg Using Intercom AI to automatically resolve as many tickets as possible without human intervention).
Qualifications :
Proven experience in a customer support leadership or team lead role within fintech banking or regulated financial services
Strong background in supporting and coaching agents handling inapp chat email and phone communications
Experience managing resourcing and scheduling to ensure team coverage during peak times
Skilled in conducting 1:1s performance reviews QA feedback sessions and setting personal development plans
Confident handling escalated customer queries and complaints with calm solutionsfocused leadership
Ability to mentor motivate and develop a highperforming team in a fastpaced customerfirst environment
Strong operational awareness and ability to manage SLAs team KPIs and support workflows effectively
Comfortable working crossfunctionally with teams including ISA Transfers Home Purchase and Complaints teams
Collaborative mindset to align with the wider business (Product Compliance Marketing) and feed insights back to improve tools and journeys
Excellent communicator able to keep the team aligned with strategic goals while advocating for both team needs and customer outcomes
A team player who enjoys turning complexity into clarity and helping teams stay aligned and scalable as Tembo grows
Passion for delivering outstanding customer experience in a fastpaced missionled business
Collaborative with exceptional communication skills
Mindset to thrive in a fastpaced dynamic startup environment
However the right mindset and attitude is more important than ticking every single box on our checklist. So if youre interested in what were doing excited by our mission and the description largely fits you then get in touch!
Additional Information :
Location: Hybrid with an office in Central London 12 days per week in the office)
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
