ClearScore Technology Limited - Senior Customer Support Manager
Requirements
• Experience leading customer operations or escalations teams within a fast-paced, regulated environment, ideally in fintech or a similar digital-first industry • Proven experience managing and developing relationships with outsourced partners and BPO providers, driving performance, accountability and continuous improvement • Strong people leadership skills, with experience coaching senior team members and confidently managing performance through both support and constructive feedback • Strong cross-functional influencing skills and a track record of driving product or process improvements • Data-driven mindset with strong analytical skills • Excellent written and verbal communication skills • A genuine passion for customer experience and user advocacy • Experience with CRM tools such as Zendesk is a plus
Responsibilities
• Leading and developing a team of senior Individual Contributors within the Escalations function • Owning the relationship with our outsourced contact centre, driving performance and continuous improvement • Acting as a senior voice for ClearScore users, identifying patterns and systemic issues and working cross-functionally to resolve them • Collaborating with Product, Engineering and other teams to deliver improvements to the user experience • Monitoring escalation trends and using data to inform strategic decisions • Contributing to the broader Customer Operations strategy and leadership team
Benefits
• ClearScore is the UK's #1 credit score and report app. We are also present in South Africa, Australia and Canada, with more than 20 million users globally and growing fast. Someone joins ClearScore every 20 seconds. We have established relationships with over 50 of the main lenders in the U.K., and have been a trusted tool for customers to manage their credit and make better financial decisions. • Since October 2016 we have helped 1.8 million users take out a new credit card or loan. We are user-centric at our core and we believe in leveraging technology to enable positive financial choices. We are design-led and data-driven and we embed these behaviours in everything we do. • Our company culture is a fundamental part of all we have achieved. We believe in hiring smart, driven, passionate and diverse people who are keen on having a real impact in our organisation. We trust you to manage your own time so we offer flexible work and no fixed desk hours. We don't micromanage and we believe in measuring outcomes rather than effort. We have an inclusive culture where all, regardless of seniority, are encouraged to contribute with their ideas, look after their wellbeing and actively seek opportunities for career growth. • If you feel like this could be the place for you, apply and our Talent team will be happy to share more. • 25 paid holidays and a “duvet day” on your birthday • Hybrid Work Environment • Private health and dental cover - including mental health support through Bupa • GP office visits • Life assurance scheme • Up to 6% matched pension • Regular Lunch and Learns with guest speakers • Dog-friendly office • Daily breakfast and free snacks • Access to discounts via Cobens Extras • Free sports and social clubs • Continued investment into learning and development • Leadership-led training • In-house psychotherapist • Financial coach to help you plan and achieve your goals • No clock-watching culture • Generous maternity and paternity plans • Culture and inclusion representatives • Transparent pay structure and a career growth plan • Equal Opportunities • Equal Opportunities
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