Manager of Customer Support

Who you are

• 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

What the job involves

• 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
• 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

Benefits

• 401(k)
• Dental insurance