Director of Customer Service

JBM; United Kingdom; On-site; GBP 90,000 - 120,000; Full time

Job summary

A leading fintech company in the United Kingdom is seeking an experienced Director of Customer Success to lead a global team dedicated to exceptional customer service. You will be responsible for shaping service strategy, managing operations, and overseeing complaints, ensuring a customer-first approach while building high-performing teams. The ideal candidate will have over 10 years of experience in customer service within regulated environments, a track record of managing multi-location teams, and a strong understanding of data-driven performance metrics.

Qualifications

• 10+ years leading customer service, operations, or complaints teams in fintech or similar industries.
• Experience managing large, multi-location teams and optimizing delivery models.
• Skilled in complaint handling with a focus on automation and AI.

Responsibilities

• Lead and elevate a global customer service and complaints function.
• Build scalable systems to leverage automation for support.
• Drive performance through data analysis and insights.

Skills

Customer service leadership

Operations management

Complaint handling

Data-driven decision making

Automation expertise

Cross-functional collaboration

Job description

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We're working with a rapidly scaling Series B Fintech backed by top-tier investors, tackling a critical financial challenge faced by millions.

As their customer base continues to grow, the COO is looking for a Director of CS to lead a global team responsible for delivering an exceptional customer experience. This person will own service strategy, operations, and complaints management, ensuring the company continues to scale with a customer-first approach.

This is the perfect opportunity for someone passionate about building high-performing, customer-obsessed teams in a business with both scale and purpose.

What you'll do

• Lead and elevate a global customer service and complaints function.
• Build scalable systems and leverage automation to deliver world-class support.
• Shape the global location strategy and balance of in-house vs outsourced delivery.
• Drive performance through data — from CSAT to cost-to-serve.
• Partner cross-functionally (Product, Compliance, Ops) to turn insights into impact.
• Represent the customer voice at exec level, influencing strategy and product direction.

What you'll need

• 10+ years leading customer service, operations, or complaints teams in fintech, banking, or other regulated, high-growth, or scale-up environments
• Experience managing large, multi-location teams and optimising global delivery models, including in-house vs outsourced strategy
• Skilled in complaint handling, regulatory frameworks, and driving efficiency through automation and AI
• Data-driven, collaborative, and able to influence Product, Tech, and exec-level decisions