Customer Support Team Lead - Immediate Start
Homeppl, United Kingdom

Homeppl is a fast-growing tech disruptor and our diverse, multicultural team are passionate about bringing equality of opportunity to consumers of financial and property products.

We utilise Open Banking data, fraud detection tests and behavioural analysis to prove consumers' true creditworthiness and transactional ability, allowing businesses to safely transact with more consumers.

We’re proud to work with some of the best brands and marketplaces in the UK and Europe including Knight Frank, JLL, OpenRent, Chestertons, Quintain Living and Spotahome.

We currently operate in the UK and Spain with further international expansion plans underway . We are a Techstars Barclays alumnus, backed by the best VCs in the UK including Ascension Ventures and Fair By Design.

We're growing as a business and expanding within the UK and into Europe. We are looking for an ambitious Customer Support Team Lead to join the team and help take our Customer Support to the next level.

As a Customer Support Team Lead you will:

• Lead a small team of Customer Support Representatives to assist clients or end-users, through live chat and email as well as over the phone
• Own the Customer Support metrics (CSAT, average 1st response time, average closure time, Trustpilot score) and take responsibility for driving the team forward to new heights
• Engage with our users to ensure a seamless user experience
• Work with the wider team on improving Customer Support and Operations processes, suggesting ways to improve our customer's experience with Homeppl and implementing the recommendations.

Requirements

• Experienced: you have previously been in a Customer Support Team Lead role, or equivalent
• Empathetic: you are able put yourself in the shoes of others to understand their situation and establish trust
• An overachiever: you go above and beyond the call of duty and are always hungry to deliver
• Sincere, honest and direct: there's no beating around the bush
• Committed to the cause: you relish a challenge and thrive in the face of adversity
• Tenacious and adaptable: you will also be able to maintain your focus whilst working independently and remotely
• Available to start immediately

• Business proficiency in Spanish or another European language
• An interest in FinTech/PropTech
• Previous experience working in a start-up environment

Benefits

• Deliveroo allowance for weekly team lunch
• Flexible working options as well as access to our Hoxton office
• Regular socials and events (online and in person)

Inclusion and cultural diversity are at the core of Homeppl. We provide a work environment where everyone can be themselves at work and feel good. We value and actively seek out a richly diverse range of people to join our team and our policies ensure that every job application and employee is treated fairly, with equal opportunity to succeed.

Please not that we are only accept UK-based applicants at this stage and unfortunately we are unable to sponsor visas for this role.

Job Rewards and Benefits