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Customer Support Supervisor

TaxScouts

London

Hybrid

GBP 30,000 - 60,000

Full time

30+ days ago

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Job summary

Join a forward-thinking company as a Customer Support Supervisor, where you'll lead a dynamic team to enhance customer experiences in a fast-paced startup environment. This role offers the opportunity to make a significant impact by streamlining processes, mentoring staff, and tackling complex customer queries. With a focus on collaboration and performance, you will help shape the future of tax services in an innovative fintech company. Enjoy a competitive salary, hybrid work setup, and a chance to thrive in a diverse, passionate team dedicated to making tax preparation effortless for millions.

Benefits

30 days of holiday
Employee stock options
Hybrid work setup
Diverse international team

Qualifications

  • 3+ years in customer service management with proven results.
  • Strong analytical skills to track and improve service metrics.

Responsibilities

  • Supervise and mentor a team of customer support agents.
  • Monitor KPIs and drive improvements for customer service.

Skills

Customer Service Management
Analytical Skills
Communication Skills
Problem-Solving
Team Mentoring

Job description

Location: Aldgate East, London, United Kingdom | Full-time

Every year, more than 12 million people in the UK struggle through tax preparation. HMRC complicates even the simplest tasks. Good traditional accounting practices are time-consuming to find and often opaquely-costed.

TaxScouts exists to fix this.

Founded by early employees of Europe’s leading startups (TransferWise, Skype, MarketInvoice), TaxScouts makes tax preparation effortless. We’re now part of European tax giant, Taxfix - and we’re on the hunt for like-minded people to join us.

Who We’re Looking For

Are you a seasoned customer support professional who thrives in a fast-paced startup environment? Do you excel at mentoring teams, streamlining clunky processes, and making complex topics easy for customers to navigate? If so, we’d love to hear from you.

We’re looking for a Customer Support Supervisor to help our team operate efficiently, provide excellent service, and improve performance. You’ll track KPIs, give feedback that actually makes a difference, and act as a point of contact for customer support agents.

What You’ll Bring
  • Previous experience in customer service, with at least 3 years supervising or managing a customer service team.

  • A track record of rolling out customer service initiatives that drive real results.

  • Strong analytical skills to track and improve key customer service metrics.

  • A proactive, problem-solving mindset with a passion for delivering great customer experiences.

  • Excellent communication skills and experience training team members.

  • Experience working in a startup environment is a plus!

Not sure if you check every box? That’s okay! We know great talent comes in many forms, and we’d love to hear from you. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply!


What You’ll Do
  • Lead & Support: supervise and mentor a team of four customer support agents (increasing during our peak season), fostering a high-performance culture that thrives on collaboration.

  • Track Performance: monitor key KPIs (response times, resolution rates, CSAT, etc.) and drive improvements where it counts.

  • Customer Assistance: tackle escalated queries head-on, resolving complex tax and product issues with efficiency and clarity.

  • Process Improvement: spot opportunities to streamline workflows and make customer interactions as smooth as possible.

  • Engagement & Insights: gather and analyse customer feedback to enhance the experience, liaising with product and engineering teams.

  • Quality Assurance: ensure all customer interactions meet company standards and compliance guidelines.

  • Accountant Liaison: work closely with our accountants to gather feedback, ensure partnership compliance and resolve service-related queries.

What We Offer
  • The chance to do meaningful, people-centred work with a diverse, international team of passionate professionals.

  • A competitive salary (based on experience).

  • 30 days of holiday per year - because balance matters.

  • A hybrid work setup (2 days per week in our Aldgate East office).

  • Employee stock options for all - because success is a team effort.

  • The opportunity to shape the future of tax services in a rapidly growing fintech company.

Ready to make an impact? Apply now and help us revolutionise the future of tax!

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