Customer Support Team Lead

Responsibilities

• Manage day-to-day operations of the UK Customer Support function.
• Coach, train, and develop agents through regular 1:1s, side-by-sides, and quality reviews.
• Own team KPIs including CSAT, response/resolution times, and ticket volume.
• Handle escalations and difficult customer conversations personally when required.
• Own and continuously improve the QA framework to set and measure service standards.
• Manage shift coverage, holiday planning, and absence across the operating window.
• Surface customer interaction trends to provide feedback to the operations team.
• Lead onboarding for new joiners and contribute to the recruitment process.

Requirements

• 2+ years of experience directly managing a customer support, contact centre, or operations team with direct reports.
• A demonstrable track record of improving team-level KPIs (CSAT, response times, FCR, or productivity).
• Direct experience handling escalations and difficult customer conversations.
• Experience designing or running a QA framework, knowledge base, or training programme.
• Fluent in English.
• Valid right to work in the UK (visa sponsorship is not available).

Preferred Qualifications

• Background in Fintech, payments, SaaS, telco, energy, or insurance.
• Experience managing or working alongside outsourced/BPO teams.
• Experience with vulnerable customer handling or working in FCA-regulated environments.

About the Company

Flatpay is one of Europe’s fastest-growing fintech companies and a Danish unicorn. We are dedicated to innovating the market for payment solutions and financial services in the SME segment through customer-centric and transparent services. As we scale our presence in the UK, we are looking for ambitious individuals to help us shape the future of merchant payments.