Remote Support Team Leader — Elevate Customer Care

Moneybox; Greater London; Hybrid; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Gympass subscription

Private medical insurance

25 days holiday + bank holidays

Job summary

Moneybox is hiring a Support Team Leader to provide line management, coaching and development for a small group of Support Executives. You will conduct weekly 1-1s and performance reviews, triage queries, manage daily tasks, monitor Intercom and calls, and drive improvements in processes, customer interactions and service quality.

The role is fully remote within the UK or hybrid with 2 days in the London office per week.

Qualifications

• Great written and verbal communication skills.
• Strong analytical and problem-solving skills.
• Meticulous attention to detail.
• Great time management skills.
• Relevant experience in a similar role.
• Minimum 1+ years of experience in a similar role.

Responsibilities

• Lead and coach a team of Support Executives with weekly 1-1s and performance reviews.
• Triage queries and manage daily tasks; monitor Intercom and calls and generate reports for compliance.
• Conduct coaching sessions and drive best practices in customer service.
• Run daily huddles and manage queue distribution as Duty Coordinator.
• Identify and escalate niche issues; implement process improvements.
• Support across teams to develop progression frameworks and best practices.

Skills

Written communication

Verbal communication

Analytical thinking

Attention to detail

Time management

Team leadership

Tools

Intercom

Phone handling

Job description

Moneybox is hiring a Support Team Leader to provide line management, coaching and development for a small group of Support Executives. You will conduct weekly 1-1s and performance reviews, triage queries, manage daily tasks, monitor Intercom and calls, and drive improvements in processes, customer interactions and service quality.

The role is fully remote within the UK or hybrid with 2 days in the London office per week.