Are you a passionate leader with a customer-centric approach? Chip, a leading wealth app in the UK, is looking for a Customer Support Team Lead to manage a team of 5 agents and drive exceptional customer experiences. With a strong focus on innovation, collaboration, and growth, Chip offers a dynamic environment to build your career and make a real impact.
Quick Snapshot
Employment Type: 12-month Fixed-Term Contract
Salary: £30,000 – £35,000 per annum
Firm: Chip
Job Location: Fully Remote
Language Required: English
Full job description
Customer Support Team Lead (12 month FTC)
At Chip, our mission is to make our customers wealthier. An app to build your long-term wealth across investment funds and savings accounts.
What you can expect to be doing
As a Customer Support Team Lead, you’ll be responsible for managing a team of 5 customer support agents, you’ll report directly to the Customer Support Manager, focusing on meeting customer service (CS) targets and KPIs. You will manage and prioritise customer contact volumes, ensuring the team delivers consistently high-quality, responsive service.
With a strong understanding of our products, you’ll support both team members and customers, proactively seeking ways to elevate the customer experience. Your role combines operational responsibilities with direct team management, requiring close collaboration to align of processes, and the vision of the CS function. You’ll work closely with frontline agents and can expect to spend around one third of your time communicating directly with customers.
You’ll be accountable for achieving targets, identifying and resolving service issues, and monitoring real-time analytics to remain within SLA requirements.
People Management Responsibilities
Lead, motivate, and support the Customer Support team
Conduct probation reviews and regular 1-2-1 meetings
Set and monitor personal OKRs, identifying areas for development and growth
Drive performance management and assist in recruitment processes
Operational Management Responsibilities
Monitor and analyse customer support metrics to optimise performance and anticipate issues
Oversee bug reporting and updates, supporting complex customer enquiries
Ensure the team consistently meet SLAs & KPIs
Collaborate with other departments to drive product improvements and elevate the customer experience
Propose and implement process improvements and automation opportunities
Adhere to compliance standards (FCA, GDPR, KYC/AML), ensuring regulatory expectations are met
Adapt to real-time changes in customer demand to minimise service impact
Support ongoing training initiatives and continuous learning for team members
Address escalated customer enquiries with a proactive, solutions-driven approach
What we’re looking for:
Proven leadership experience, including remote team management in a shift environment
Knowledge of management techniques and data-driven decision-making
Track record of setting and meeting targets and KPIs
Ownership mentality in customer issue resolution
Extensive use of support tooling (Intercom preferably)
Analytical skills to interpret data, identify trends, and drive insights
Strategic mindset with troubleshooting and multi-tasking abilities
Exceptional communication and negotiation skills
Adaptable to shifting priorities and refining the customer journey
Solid knowledge of regulatory standards (FCA, GDPR, KYC/AML)
Customer-centric approach with a knack for enhancing customer experiences beyond issue resolution
Additional information
We’re looking for someone genuinely excited about Chip and eager to help us build the wealth app of the future in a fast-growing, dynamic environment.
While we work in a regulated financial space, the Customer Service team keeps things collaborative, supportive, and yes, even enjoyable! If you’ve made it this far, you likely have the right skills, but here’s what will really make you stand out:
We want a real person with interests, whether you’re a dancer, gamer, musician, parent, hockey fan, or even still penning Twilight fan-fiction, we’d love to meet you. During the interview, we’ll be looking for empathy, emotional intelligence, fun stories, and the ability to keep a positive outlook, even when things get challenging.
PERKS
£30,000 – £35,000 per annum
Discretionary Performance-Related Bi-Annual Bonus of up to 10% (Cash) and 5% (Shares) based on your gross annual salary.
Workplace pension scheme – We invest in your future with a workplace pension scheme, contributing 5% on earnings up to £24,762. Plan ahead with confidence while you grow your career!
Private medical insurance (medical history disregarded)
Employee Assistance Programme
Cycle to work scheme
Season ticket loan
Free ChipX subscription for UK-based employees
We are an equal-opportunity employer and value diversity
Flexible working arrangements
28 days holiday plus bank holidays, plus the days between Christmas and New Year
Annual training budget for courses, workshops, or conferences to help you advance your career.
£30 per month Chip Fitness Benefit to suit your Mental/Physical Wellbeing
Company laptop
Opportunity to have a huge impact on our product while fast-tracking your knowledge, responsibility and skills in a high-growth fintech startup
Our mission is to build wealth for our generation
Chip started out in 2017 as a clever app to help people save without lifting a finger.
Fast forward five years, and now we’ve grown into an award-winning wealth app used by over 500,000 people and managing over 6 billion pounds. And we’re not slowing down.
Vision
We know planning for your future can be a tedious, daunting task often avoided, so we want to change that. We’re building the wealth app for our community, giving them one place for saving and investing.
We’re giving customers control and guidance to effortlessly build their long-term wealth using award-winning tech, while celebrating their achievements along the way.
Who we are
Chip has a creative and diverse team of 180, from all different backgrounds and industries. We’re driven and passionate people, but no one takes themselves too seriously.
Don’t just take our word for it. We have a few awards under our belt, including Best Personal Finance App at the 2022, 2024 & 2025 British Bank Awards.
Values
Be ACCOUNTABLE
Everything you do matters, Care about the end result, Challenge the norm, Disagree, yet commit to making it happen once a decision has been made, Do the best job possible
Be BOLD
Share our Ambition and do your bit to achieve it, Innovate: challenge the norm, break the mould and make it happen, Set goals that truly align with our mission, Do your best for our customers
Be COLLABORATIVE
Work cross-functionally – we win as a team, Build strong relationships based on trust, Treat others fairly and respectfully, Hold others to account, Be supportive and inclusive, Have fun together
Equal Opportunities
We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and home life. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.
Note to Agencies
Chip does not accept unsolicited CVs from recruiters or employment agencies in response to any of our live roles on our career page. Chip will not consider or agree to payment of any referral compensation or recruiter fee relating to these unsolicited CVs. Chip explicitly reserves the right to hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited CVs, including those submitted to hiring managers, are deemed to be the property of Chip.
Application Process
Video screen with Talent team
Video interview with hiring manager
Take-home task
Final interview with VP of Customer Support