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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: 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.
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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.
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Hiring Process
- Application Review: Our Talent Team reviews your CV to assess experience and potential fit.
- Talent Team Call (20–30 minutes): A conversation to understand your background and experience.
- First Stage Interview: A 1:1 Microsoft Teams interview with the hiring manager.
- Final Interview: A 1:1 in-person interview with the hiring manager.
- Offer: Successful candidates receive a fast-turnaround offer, with onboarding dates available monthly.
About Us
Welcome to Flatpay!
Flatpay is not just another payment solution; we are dedicated to innovating the market for payment solutions and financial services in the SME segment with our customer-centric and transparent services.
Today, we are one of the fastest-growing fintech companies out of the Nordics - and Denmark's fastest unicorn!
Flatpay is more than just work. We believe in fostering a vibrant and fun work culture where our ambitious colleagues can thrive. As part of our team, you will be one of +2,000 passionate colleagues dedicated to making a difference in the world of payments.
What sets Flatpay apart is our dedication. We continuously strive to stay ahead of the curve, adapting our solutions to meet our client's evolving needs.
Let’s shape the future of merchants together!
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