Vp Of Customer Support

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.