Customer Service Team Leader — Hybrid (Manchester) & Growth

Zopa; Manchester (NH); On-site; USD 42,000 - 58,000; Full time

Job summary

Zopa in Manchester is seeking an experienced Customer Service Team Leader to oversee the day-to-day work of a team of agents and deliver exceptional service.

You will drive performance, coach team members, and collaborate with the current account product team to ensure the customer voice informs product decisions and improvements. The role operates on a rotating shift from 8:00am to 8:00pm, with three days per week in the Manchester office and one weekend per month working from home.

Qualifications

• Experience leading customer service teams.
• Strong people development and coaching skills.
• Ability to work cross-functionally with product teams.

Responsibilities

• Oversee day-to-day work of a team of agents to deliver high-quality service.
• Monitor performance, drive improvements, and act on insights.
• Collaborate with the current account product team to align customer needs with product initiatives.

Skills

People management

Team leadership

Customer service

Job description

Zopa in Manchester is seeking an experienced Customer Service Team Leader to oversee the day-to-day work of a team of agents and deliver exceptional service.

You will drive performance, coach team members, and collaborate with the current account product team to ensure the customer voice informs product decisions and improvements. The role operates on a rotating shift from 8:00am to 8:00pm, with three days per week in the Manchester office and one weekend per month working from home.