Customer Service Team Lead — Elevate CX & People

Zopa; Manchester (NH); On-site; USD 40,000 - 54,000; Full time

Job summary

Zopa is seeking a Customer Service Team Leader to direct and coordinate a team of agents from our Manchester office. You will drive high-quality service, oversee performance, and support career growth within the team.

This role includes working a 7.5-hour rotating shift schedule, Monday–Friday, and close collaboration with the product team to deliver customer-centric improvements. Ideal candidates bring strong leadership, a passion for people development, and a track record of improving customer

Qualifications

• Experience leading a customer service team to deliver high standards.
• Ability to manage day-to-day workload and shift patterns.
• Strong communication skills and a focus on developing people.

Responsibilities

• Lead and coordinate a team of customer service agents to ensure excellent service levels.
• oversee performance and drive continuous improvement initiatives.
• Collaborate with the current account product team to ensure customer and business needs are met.
• Support career progression and development for team members.

Skills

Team leadership

Customer service

Escalation handling

Performance monitoring

People development

Cross-functional collaboration

Job description

Zopa is seeking a Customer Service Team Leader to direct and coordinate a team of agents from our Manchester office. You will drive high-quality service, oversee performance, and support career growth within the team.

This role includes working a 7.5-hour rotating shift schedule, Monday–Friday, and close collaboration with the product team to deliver customer-centric improvements. Ideal candidates bring strong leadership, a passion for people development, and a track record of improving customer