_{19th March, 2025}

Customer Service Manager – FinTech Start-Up (Personal Lending)

We’re a fast-growing FinTech start-up revolutionising personal lending with smart, customer-first financial solutions. As we scale, we’re looking for a Customer Service Manager to build and lead our customer support operations, ensuring we deliver an exceptional customer experience at every touchpoint.

About the Role
Reporting directly to the CEO, you will take ownership of the customer service function, overseeing daily operations, optimising processes, and leading a growing team. Your expertise in personal lending will be key in shaping our customer engagement strategies and ensuring seamless support.

Key Responsibilities

• Build and lead the customer service team, including hiring, onboarding, and training new team members.
• Develop and implement scalable customer service processes that align with our fast-paced growth.
• Set and track key performance metrics to enhance customer satisfaction and service efficiency.
• Oversee day-to-day customer interactions, ensuring queries and issues are resolved effectively.
• Leverage customer insights to drive continuous improvements in support and product experience.
• Manage and optimise CRM systems for accurate tracking and reporting.
• Collaborate with product, technology, and compliance teams to improve the overall customer journey.
• Develop strategies for customer retention, engagement, and loyalty.
• Ensure compliance with personal lending regulations and industry best practices.

What You’ll Bring

• 10+ years of customer service experience, preferably in consumer lending or FinTech.
• Strong leadership experience, with a proven ability to build and manage teams.
• Expertise in CRM systems, customer support tools, and data-driven decision-making.
• Excellent communication and problem-solving skills, with a passion for customer advocacy.
• A track record of optimising customer service operations in a high-growth or start-up environment.
• Ability to thrive in a fast-paced, dynamic setting and drive innovation in customer service.

Why Join Us?

• Be part of a fast-moving FinTech start-up with huge growth potential.
• Own and shape the customer service function from the ground up.
• Work directly with founders and senior leadership, making a tangible impact.
• A collaborative, innovative, and customer-obsessed culture.

If you're a customer service leader who thrives in fast-paced environments and wants to build something truly impactful, we’d love to hear from you!

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