Manager, Customer Support

Company Description

We’re Checkout.com . You might not know our name, but companies like eBay, Spotify, Klarna, Uber, and Sony do, because we’re behind many of the digital experiences you use every day.

We are where the world checks out, enabling over 10 billion transactions yearly for more than one billion global shoppers.

As the Manager, Customer Support at Checkout.com you will be responsible for leading our customer support function. This is a critical, high-impact role blending policy and procedure definition with operational leadership. You will lead, and scale a high-performing team across Frontline, Second Line, Complaints, Vulnerable Customers and Disputes and be responsible for the customer experience. If you are an experienced leader who thrives on building, scaling, and leading regulated operations, this role is for you.

Core Responsibilities

• Design and own the end-to-end servicing model - channels, hours, staffing model (in-house, BPO or hybrid), and service-level performance.

• Establish the Management Information suite that evidences performance to internal stakeholders and regulators.

• Design and own the complaints policy, procedures and operating model in line with DISP.

• Build the root-cause reporting, Board-pack Management Information and Consumer Duty outcome monitoring required to evidence good customer outcomes.

• Design and embed the vulnerable customer framework - covering identification triggers, agent guidance, tailored journeys and assurance.

• Hire, develop and lead the Customer Support team, scaling capacity ahead of customer growth.

• Partner with Compliance and Risk as second-line owners of policy sign-off, assurance and regulatory engagement.

• Partner with Product and Engineering to close the loop from customer feedback and root-cause analysis into the product roadmap.

• Represent Customer Support to the Board, Risk Committee and the regulator as the named accountable owner.

Qualifications

• Proven experience building and running customer support in a UK regulated financial services business - banking, e-money, payments, lending or comparable.

• Deep working knowledge of DISP, FG21/1, the Consumer Duty and FOS processes, as a named owner rather than a consumer of these frameworks.

• Track record of designing customer operations functions from scratch or leading a material redesign - including policies, MI and operating model.

• Experience scaling a frontline team through BPO, in-house or hybrid models, with strong command of QA, capacity planning and root-cause discipline.

• End-to-end ownership of a complaints function, including FOS relationships, and direct experience with chargebacks or scheme disputes.

Additional Information

Bring all of you to work

We create the conditions for high performers to thrive, through real ownership, fewer blockers, and work that makes a difference from day one.

Here, you’ll move fast, take on meaningful challenges, and be recognized for the impact you deliver. It’s a place where ambition gets met with opportunity, and where your growth is in your hands.

We work as one team, and we back each other to succeed. So whatever your background or identity, if you’re ready to grow and make a difference, you’ll be right at home here.

It’s important we set you up for success and make our process as accessible as possible. So let us know in your application, or tell your recruiter directly, if you need anything to make your experience or working environment more comfortable.

Life at Checkout.com

We understand that work is just one part of your life. Our hybrid working model offers flexibility, with three days per week in the office to support collaboration and connection.

Curious about what it’s like to be part of our team? Visit our Careers Page to learn more about our culture, open roles, and what drives us.

For a closer look at daily life at Checkout.com , follow us on LinkedIn and Instagram