Customer Service Team Lead

Job Description

We’re looking for an experienced, customer-centric Customer Service Team Lead who isn’t afraid to roll their sleeves up, to help deliver the best, most trusted customer service as we grow our business.

In this role, you’ll be responsible for leading the Customer Service team. This includes liaising with internal and external stakeholders and delivering 5* service, 7 days a week whilst continually implementing process improvements and optimising resources. You will also successfully collaborate with our operations, technology and compliance teams to ensure we achieve our company growth objectives.

As a tech-enabled business, there is a big focus on innovative AI/technology-focused solutions to create the optimum customer experience whilst also enabling Tembo to scale quickly. At Tembo, we utilise the latest tools and systems to deliver top-class service. You’ll own the ongoing training and utilisation of these tools to ensure the team makes the most of what’s available (e.g., using Intercom AI to automatically resolve tickets without human intervention).

Qualifications

• Proven experience in a customer support leadership or team lead role within fintech, banking, or regulated financial services
• Strong background in supporting and coaching agents handling in-app chat, email, and phone communications
• Experience managing resourcing and scheduling to ensure team coverage during peak times
• Skilled in conducting 1:1s, performance reviews, QA feedback sessions, and setting personal development plans
• Confident in handling escalated customer queries and complaints with calm, solutions-focused leadership
• Ability to mentor, motivate, and develop a high-performing team in a fast-paced, customer-first environment
• Strong operational awareness and ability to manage SLAs, KPIs, and support workflows effectively
• Comfortable working cross-functionally with teams including ISA Transfers, Home Purchase, and Complaints
• Collaborative mindset to align with the wider business (Product, Compliance, Marketing) and feed insights back to improve tools and journeys
• Excellent communication skills — able to keep the team aligned with strategic goals while advocating for both team needs and customer outcomes

• A team player who enjoys turning complexity into clarity, and helping teams stay aligned and scalable as Tembo grows
• Passion for delivering outstanding customer experience in a fast-paced, mission-led business
• Collaborative, with exceptional communication skills
• Mindset to thrive in a fast-paced, dynamic start-up environment

However, the right mindset and attitude are more important than ticking every single box on our checklist. If you’re interested in what we’re doing, excited by our mission, and the description largely fits you — then get in touch!

Additional Information

Location: Hybrid, with an office in Central London (1-2 days per week in the office)