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...