Senior Customer Service Lead - FinTech Ops

DNA Payments Group; Hull (TX); On-site; USD 56,000 - 75,000; Full time

Benefits offered by this job

Life Assurance

Ride to work

25 days holiday per year

Workplace Pension

Private Medical

Employee Assistance Programme

Job summary

DNA Payments is hiring a Senior Customer Services Team Leader to report to the Head of Client Services and oversee Senior Agents and Customer Service Agents. The role drives service excellence, performance, and efficiency across the Customer Service Team.

You will lead the Education Programme for agents, set clear performance objectives, and manage recruitment, onboarding, and ongoing development. This is a full-time, shift-based role in a fast-growth fintech environment.

Qualifications

• 3 years minimum proven experience managing a fast-paced Customer Service or call/contact centre.
•  
• Experience in managing remote teams across multiple geographies.
• Willing to work shift in line with customer business hours.

Responsibilities

• Lead operational performance of the Customer Service Team in line with service levels and KPIs.
• Monitor and manage scheduling and resourcing to match demand.
• Drive continuous improvement and efficiency across the team.
• Own the performance strategy and process redesign initiatives.
• Collaborate with cross-functional teams on key projects.

Skills

Leadership

Team management

KPI tracking

Analytical skills

MS Office

Calabrio

Remote team management

Shift work

Customer service

Tools

Calabrio

Job description

DNA Payments is hiring a Senior Customer Services Team Leader to report to the Head of Client Services and oversee Senior Agents and Customer Service Agents. The role drives service excellence, performance, and efficiency across the Customer Service Team.

You will lead the Education Programme for agents, set clear performance objectives, and manage recruitment, onboarding, and ongoing development. This is a full-time, shift-based role in a fast-growth fintech environment.