Head of Global Customer Support

London, England, United Kingdom · customerops · customerops expand job description ↓

Description

ClearScore is one of the leading FinTech companies in the UK. It’s a disruptive, rapid-growing business with a mission to put people in charge of their personal finances – firstly by giving people free access to their credit score and report. The business was recently awarded a place on the prestigious Future Fifty list and has ambitions to reach over 12 million users globally by the end of 2019.

ClearScore’s ‘Global Customer Operations’ department consists of 4 key areas:

  • Customer Support (delivering customer service to ClearScore’s users across UK, SA, India and future markets)
  • Fraud Operations (helping to manage how ClearScore prevents and handles fraud)
  • EQT (delivering improvements to efficiency & quality across the Customer Operations department)
  • User Dev Squad (a cross-functional delivery team consisting of backend developers, frontend developers, test engineers & analysts who deliver initiatives for the Customer Operations department)

We are looking for a Head of Global Customer Support to manage the UK, SA & India divisions of ClearScore's Customer Support function, reporting into the Head of Global Customer Operations.

Requirements

As ‘Head of Global Customer Support’, you are responsible for;

  • Managing Customer Support across ClearScore’s UK, SA, India (and future) markets, consisting of 45+ employees at present between London and Mumbai
  • Excellent communication skills (written & verbal)
  • Prior experience managing a diverse team of at least 45 people across multiple countries.
  • Friendly people who like to join in (and have great Slack banter)
  • Pride in the work you do and everything you get involved with
  • Independent thinking, and not being afraid to suggest new ideas
  • Obsession with your craft, down to the smallest detail
  • Data driven but able to make judgment calls when necessary
  • Driven by delivery, delivering on time and to a high standard
  • The performance (quality, efficiency and accuracy) of your division, along with the line management of your direct reports (3 at present)
  • The performance management of your direct reports and team members
  • Overseeing the appropriate onboarding and training of your team including probation management
  • Managing the day to day running of the team
  • Supporting all members of the team (45+ at present) to advance their knowledge within Customer Support
  • Participating in, or owning, Customer Operations projects where appropriate
  • Working closely with the Customer Operations senior leadership team, as well as other departments in the company, to actively enhance the user experience and deliver amazing customer service

Essential Skills/Experience

  • Excellent communication skills (written & verbal)
  • Prior experience managing a diverse team of at least 45 people across multiple countries.
  • Proven experience working within/leading a Customer Service function and delivering improvements to some key service metrics (CSAT, SLAs, NPS, QA etc.)


We’re a sociable bunch, and we enjoy each other’s company, so it’s important that you’re a great fit for our company culture. These are some of the things we look for:

  • Friendly people who like to join in (and have great Slack banter)
  • Pride in the work you do and everything you get involved with
  • Independent thinking, and not being afraid to suggest new ideas
  • Obsession with your craft, down to the smallest detail
  • Data driven but able to make judgment calls when necessary
  • Driven by delivery, delivering on time and to a high standard

Benefits

  • Holidays – 25 paid holidays and a “duvet day” on your birthday
  • Pension – ClearScore matches up to 5%
  • Market-beating medical insurance - with the option to add friends and family
  • Perk box – a choice of different benefits
  • Flexible work hours and the ability to work from home
  • Flexible, generous and personalised maternity and paternity plans
  • Monthly funded GP office visits
  • Free breakfast, fruit, coffee and beer
  • Company personal trainer, boxing and yoga classes
  • Company clubs for football, climbing, cinema, board games... if there's not one for your passion, start one!
  • Monthly team events and office days out that we get to choose, and company events at the end of each race
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