Customer Support Team Lead

About the job

Flatpay is one of Europe’s fastest-growing fintech companies and we’ve recently launched in the UK.

Role Title
Role:Â Customer Support Team Lead
Location: 5 days a week – London, White City

Lead and develop our UK Customer Support team as we scale – owning quality, performance, and day-to-day operations.

Responsibilities

• Manage day-to-day operations of the UK Customer Support function.
• Coach, train, and develop agents; run regular 1:1s, side-by-sides, and quality reviews.
• Own team KPIs – CSAT, response and resolution times, ticket volume.
• Handle escalations and difficult customer conversations personally where needed.
• Own and continuously improve the QA framework – set the standard, measure against it, close the gaps.
• Manage shift coverage, holiday planning, and absence across the operating window.
• Surface trends from customer interactions and feed them back to operations.
• Lead onboarding for new joiners and contribute to recruitment.

Skills & Attributes

• Strong leadership – you take ownership, care about your colleagues and strive for excellence.
• Comfortable in high-volume phone-based environments – on the queue, not just behind a dashboard.
• Resilience and composure when handling difficult or escalated customer conversations.
• Data-driven mindset – you track what matters and use it to coach and improve.
• Organisation and time management across scheduling, 1:1s, and quality reviews.
• Fluent with CS tooling – ticketing systems, CRMs, diallers, and quality frameworks.

Our Values
At Flatpay, how we work matters as much as what we achieve.
Happy Humans – We bring energy to our work and create teams people enjoy being part of.
No Assholes – We perform at a high level while treating colleagues and customers with respect.
It’s Our Business, Own It – Everyone takes responsibility and manages their work like it’s their own business.
Start With No – We challenge ideas, think commercially and focus on what truly creates value.
Sky-High Ambitions – We set bold goals and expect people to keep raising the bar.
The Best Argument Wins – Titles don’t decide outcomes. We debate openly to reach the best decisions.

Background & Requirements

• 2+ years directly managing a customer support, contact centre, or operations team with direct reports.
• Demonstrable track record improving a team-level KPI (CSAT, response times, FCR, productivity) – be ready to talk numbers.
• Direct experience handling escalations and difficult customer conversations.
• Experience designing or running a QA framework, knowledge base, or training programme.
• Fluent in English.
• Right to work in the UK (unfortunately we can’t offer visa sponsorship right now).

Nice to have

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

Hiring Process

1. Application Review – Our Talent Team reviews your CV to assess experience and potential fit.
2. Talent Team Call (20–30 minutes) – A conversation to understand your background and experience.
3. First stage interview -Â A 1:1 Microsoft Teams interview with the hiring manager.
4. Final Interview – A 1:1 In person interview with the hiring manager.
5. Offer – Successful candidates receive a fast-turnaround offer, with onboarding dates available monthly.