Vp Of Customer Support

What is Chip?
Chip is your wealth app.
It gives you one easy place for your savings and investments.
So you can build, manage and grow your long term wealth.
Our mission and history Chip started out in 2017 as a clever app to help people save without lifting a finger.
In just a few years we've grown into an award-winning wealth app used by over 500,000 people.
Along that journey, our mission grew to "build wealth for our generation".
Which means we build everything with the intention that it'll make the Chip community wealthier, happier and more financially secure.
We want to unlock financial freedom and help people achieve their real long-term goals.
Our 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.
In practical terms this means adding more savings accounts and investment opportunities for Chip members to passively grow their wealth, combined with intelligent tools and intuitive features to make it easier for them to actively build up their wealth.
We're all huge believers in making managing wealth more effortless, and as automated as possible.
So everyone can feel empowered to focus on achieving the things that really matter to them.
Savings Chip is a trading name of Chip Financial Ltd and is authorised by the Financial Conduct Authority under the Payment Services Regulation 2017 for the provision of payment services.
Firm Reference Number 911255.
Only eligible deposits held in the Chip Savings Accounts (powered by ClearBank) are covered by the Financial Services Compensation Scheme ("FSCS") subject to eligibility.
To find out more and to check your eligibility please visit: fscs.org.uk/about-us/.
ClearBank is responsible for the provision of the Chip Instant Access Account, the Chip Prize Savings Account & the Chip Cash ISA.
This means deposits held across these accounts would be eligible for a total of £85,000 of FSCS protection ONLY.
There are certain situations where your deposits are not covered by FSCS, but are protected through the FCA's safeguarding rules.
For more information, please visit: https://getchip.uk/how-we-protect-your-money .
Prize Savings Account ("PSA") T&Cs, eligibility criteria and minimum average balance of £100 applies.
FSCS limits of £85,000 apply to eligible deposits.
Prizes are not cash and are applied to your PSA as a bonus.
Prizes become cash once you withdraw your entire PSA balance into your linked bank account.
Prizes are not eligible for FSCS protection.
This account does not offer interest.
For current prize values, entry and eligibility criteria and how to opt-out see: getchip.uk/legal/prize-savings-account-terms .
You can opt out of any or all prize draws at any time by contacting our Customer Success team via our in-app chat, or emailing support on ****** .
If you have opted out, you can opt back in at any time via the same channels.
You acknowledge that if you opt out, you will no longer be eligible for entry into prize draws.The PSA and prize draws are offered and managed by Chip.
ClearBank is responsible for only the provision of the account and holding your funds which are FSCS protected (subject to eligibility).
ClearBank is also responsible for the provision of the Chip Instant Access Account.
This means deposits held across both accounts would be eligible for a total of £85,000 of FSCS protection ONLY.? Investments Chip Financial (Investments) Ltd is authorised and regulated by the Financial Conduct Authority, under firm reference number 1005114.
When investing your capital is at risk, and the value of your investments can go up as well as down and you may receive less than your original investment.
Past performance is not a reliable indicator of future performance.
Chip does not provide investment advice, and you as an individual investor should make your own decisions or seek professional independent advice.Your money may be protected up to £85,000 by the Financial Services Compensation Scheme ("FSCS") under their Investment Scheme.
This means that in the event Chip Financial (Investments) Ltd is declared to be in default and cannot meet their obligations, you may be able to claim compensation.
It's important to understand that the FSCS doesn't cover you in the event that your investments go down and you get back less than what you put in.
Further information is available from the FSCS website ( fscs.org.uk ).
Chip Cash ISA Your Chip Cash ISA is a cash ISA provided by ClearBank Limited, authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority under registration number 754568.
ClearBank Limited is approved by His Majesty's Revenue and Customers ("HMRC") for the purposes of the Individual Savings Accounts Regulations 1998 as an ISA manager.
ClearBank Limited is registered in England and Wales under company number 09736376 with registered office: ClearBank, Borough Yards, 13 Dirty Lane, London, SE1 9PA.
Your deposit is eligible for protection under the Financial Services Compensation Scheme ("FSCS").
Your eligible deposits with Clearbank Limited are protected up to a total of £85,000.
'Chip Financial Ltd ("Chip") is registered in England and Wales, registration number: #10113174 Our registered office is: Chip Financial Ltd, 7 Bell Yard, London, WC2A 2JRNote that Chip is not a bank, meaning that we do not have physical branches, issue debit bank cards nor are you able to access your Chip money via ATMs.
Chip does not provide financial advice and our services are only available via the Chip app.
We're looking for a talented and dedicated VP of Customer Support to join us during this phase of high growth.
As Chip evolves, you'll ensure that our support remains reliable, efficient, and keeps pace with our trajectory.
You'll set our customer support strategy, adapt the operating model and be ultimately accountable for ensuring the delivery of an exceptional support experience that drives customer satisfaction and brand loyalty.
You'll be overseeing a front-line team of 20+ agents and Team Leads, as well as a separate Customer Support Ops and Complaint Teams.
As VP, you sit on the Extended Leadership Team of ~15 other leaders across the business, working closely with many of them to deliver Customer Support insights, and identify and action areas of operational improvement.
What you can expect to be doing: Developing and implementing the overall Customer Support strategy Leading the continuous and ongoing development of the team and service provided, identifying and implementing new solutions and capabilities to elevate customer satisfaction and retention (e.g.
new channels and technologies) Representing the voice of the customer at the executive level, ensuring that their needs and concerns shape our offerings and strategies Collaborating closely with other departments, such as Product, Engineering and Marketing, to streamline and improve the customer experience based on feedback Ensuring day-to-day effectiveness of the our support operations, working closely with our CS Manager and Team Leads to ensure smooth operations Setting clear objectives and KPIs for the team, ensuring alignment with Chip's overall strategic goals Analysing customer data to gain insights into customer behaviour and identifying areas for improvement in the customer experience.
Identifying customer pain points, concerns, and feedback and implementing improvements to enhance the overall customer experience.
Managing the Customer Support department's budget to ensure resources are allocated effectively.
This includes forecasting financial needs, controlling expenses, and making cost-effective decisions without compromising service quality Ensuring compliance with relevant laws and regulations, such as data privacy and security regulations.
What we're looking for: The ideal candidate must thrive in a fast-paced environment and have a hard-working attitude.
You must have a wealth of experience managing contact centre / live chat teams (ideally above 25 FTE).
Experience of this within a banking or fintech environment would be strongly desirable We are open to both corporate and SME background but you must have commercial/business acumen and the necessary skills to implement new strategies and customer-based frameworks in a fast-paced fintech environment.
Passionate about customer experience and an authority on customer experience trends, themes and best practices, thus assuming a critical role as a trusted advisor on the subject for the organisation Tenacious approach to problem-solving Someone who is able to work from our London office 3 days per week What we're really looking for: ? Someone with a genuine interest in Chip and is excited about being part of a fast-growing company and our mission to build the investment super app of the future.
Although we're in the financial space, and under the scrutiny that comes with it, the current customer service team works well together, and even sometimes with a smile.
We're sure you've got the technical skills, otherwise, you would have stopped reading by now, so let us be clear on what will make us want to work with you.
We want a real person, with interests outside of work, to join our team.
You could be a dancer, a gamer, a musician, a parent, a hockey fan, or even that one person that still writes Twilight fan-fiction.
Doesn't matter to us.
At the interview stages, we will be looking for empathy, eq, fun stories, and the ability to smile even when things are tough.
PERKS £90,000 - £100,000 per annum  Discretionary share option bonus  Workplace pension scheme  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 Unlimited holiday (policy not to count) ? Annual £1500 Personal Learning Allowance £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 Interview Process: Video screen with someone from our Talent team Video interview with hiring manager Video interview with some of our ELT members Final interview with our CEO    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 4 billion pounds.
And we're not slowing down.
Our 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 160, 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 British Bank Awards.
Our 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.