About the job Flatpay is one of Europe’s fastest-growing fintech companies and we’ve recently launched in the UK. Role Title Role: 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 <ul style="margin-top:0cm;"><li>Manage day-to-day operations of the UK Customer Support function.</li><li>Coach, train, and develop agents; run regular 1:1s, side-by-sides, and quality reviews.</li><li>Own team KPIs – CSAT, response and resolution times, ticket volume.</li><li>Handle escalations and difficult customer conversations personally where needed.</li><li>Own and continuously improve the QA framework – set the standard, measure against it, close the gaps.</li><li>Manage shift coverage, holiday planning, and absence across the operating window.</li><li>Surface trends from customer interactions and feed them back to operations.</li><li>Lead onboarding for new joiners and contribute to recruitment.</li></ul>Skills & Attributes <ul style="margin-top:0cm;"><li>Strong leadership – you take ownership, care about your colleagues and strive for excellence.</li><li>Comfortable in high-volume phone-based environments – on the queue, not just behind a dashboard.</li><li>Resilience and composure when handling difficult or escalated customer conversations.</li><li>Data-driven mindset – you track what matters and use it to coach and improve.</li><li>Organisation and time management across scheduling, 1:1s, and quality reviews.</li><li>Fluent with CS tooling – ticketing systems, CRMs, diallers, and quality frameworks.</li></ul>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 <ul style="margin-top:0cm;"><li>2+ years directly managing a customer support, contact centre, or operations team with direct reports.</li><li>Demonstrable track record improving a team-level KPI (CSAT, response times, FCR, productivity) – be ready to talk numbers.</li><li>Direct experience handling escalations and difficult customer conversations.</li><li>Experience designing or running a QA framework, knowledge base, or training programme.</li><li>Fluent in English.</li><li>Right to work in the UK (unfortunately we can’t offer visa sponsorship right now).</li></ul>Nice to have <ul style="margin-top:0cm;"><li>Fintech, payments, SaaS, telco, energy, or insurance background.</li><li>Experience managing or working alongside outsourced/BPO teams.</li><li>Experience with vulnerable customer handling or FCA-regulated environments.</li></ul>Hiring Process <ol style="margin-top:0cm;"><li>Application Review – Our Talent Team reviews your CV to assess experience and potential fit.</li><li>Talent Team Call (20–30 minutes) – A conversation to understand your background and experience.</li><li>First stage interview - A 1:1 Microsoft Teams interview with the hiring manager.</li><li>Final Interview – A 1:1 In person interview with the hiring manager.</li><li>Offer – Successful candidates receive a fast-turnaround offer, with onboarding dates available monthly.</li></ol>

Customer Support Team Lead @ Flatpay

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