Customer Service Team Lead

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Chip - your wealth app

WebsiteLinkedInAll Job Openings

51 - 200 employees

💸 Finance

💳 Fintech

Finance • Fintech

Chip is a wealth app designed to help users save and invest effectively. With over 500,000 users, Chip offers competitive saving accounts such as Cash ISAs and Easy Access Savers with attractive interest rates, including tax-free options. The app uses award-winning AI to automate savings and offers investment opportunities through funds managed by leading asset managers like BlackRock and Vanguard. Featuring a user-friendly interface, Chip allows for seamless saving and investing, with enhanced security through FSCS protection. The app caters to both beginners and seasoned investors looking to maximize their wealth efficiently and effortlessly.

📋 Description

• The go-to person within CS for all things pension and SIPP • Primary CS liaison with the Product team • Keeping across regulatory developments relevant to SIPP and pension products • Day-to-day line management of a broader CS team with a Pensions specialism • Creating an environment where people are motivated, supported, and clear on what good looks like • Representing Customer Support in the Pensions work stream • Supporting the team with complex pension enquiries and acting as the escalation point when it matters • Using data to understand performance, spot trends, and drive continuous improvement • Ensuring full compliance with FCA regulatory requirements across every customer interaction

🎯 Requirements

• Experience managing customer support teams within an FCA-regulated financial services environment, pensions, investments, mortgages, financial advice, or similar • A solid grasp of the compliance obligations that come with supporting customers on regulated products • A natural subject matter expert, someone who builds knowledge, shares it well, and uses it to influence across teams • A people-first leader with a genuine track record of developing and getting the best out of a team • Operationally sharp, comfortable with data, SLAs, and the day-to-day reality of running a busy CS function • Motivated by helping build and shape, not just maintain • Direct SIPP or pension product experience (desirable) • Experience in or adjacent to environments moving toward more personalised, regulated customer support (desirable)

🏖️ Benefits

• Discretionary Performance-Related Annual Bonus of up to 10% (Cash) and 5% (Shares) • Workplace pension scheme, contributing 5% on earnings up to £45,000 • Private medical insurance (medical history disregarded) • Employee Assistance Programme • Cycle to work scheme • Season ticket loan • Free ChipX subscription for UK-based employees • 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 • £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