Customer Support Supervisor London, Greater London, United Kingdom

TaxScouts; London; Hybrid; GBP 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a Customer Support Supervisor to lead a dynamic team in a fast-paced startup environment. This role involves mentoring customer support agents, tracking performance metrics, and enhancing customer experiences through effective problem-solving. With a commitment to meaningful work and a collaborative culture, this innovative fintech company offers a hybrid work setup, generous holiday allowance, and employee stock options. Join a passionate team dedicated to revolutionizing tax services and make a significant impact in the industry.

Benefits

30 days of holiday

Employee stock options

Hybrid work setup

Qualifications

• 3+ years supervising or managing a customer service team.
• Strong analytical skills to track and improve service metrics.

Responsibilities

• Supervise and mentor a team of customer support agents.
• Monitor key KPIs and drive improvements in service performance.
• Resolve escalated customer queries efficiently.

Skills

Customer Service

Analytical Skills

Problem-Solving

Communication Skills

Team Leadership

Education

Experience in Customer Service

Job description

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!

Get in touch on weekdays, 9am to 6pm by live chat or email.