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Head of Customer Experience at Chip

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  • London
  • fulltime
  • -
  • We’re looking for a talented and dedicated Head of Customer Experience to join us during this phase of high growth. You will need to be very flexible, hands-on and ready for a good challenge.

    A key focus for the role will be to deliver a market-beating customer experience for all our customers.

    You will be responsible for managing the customer service team, ensuring exceptional service levels to our customers.

    What you can expect to be doing:

    • Developing and implementing the overall customer experience strategy
    • Identifying customer pain points, concerns, and feedback and implementing improvements to enhance the overall customer experience.
    • Analyzing customer data to gain insights into customer behaviour and identifying areas for improvement in the customer experience.
    • Collaborating with other departments, such as product, marketing, and engineering, to ensure customer feedback is integrated into product development, marketing campaigns, and other relevant initiatives.
    • Working closely with our Product teams to identify areas for improvement to enhance the customer experience and exceed SLAs
    • Measuring and tracking customer satisfaction metrics, such as Net Promoter Score (NPS), CSAT to monitor the effectiveness of customer experience initiatives.
    • Establishing and maintaining customer support channels, such as email, live chat, and social media, to ensure a seamless customer experience.
    • Managing a team of customer service representatives and ensuring they are adequately trained, motivated, and equipped to deliver excellent customer service.
    • Lead the continuous and ongoing development of the team and identifying and implementing solutions to all aspects of our live chat and customer service teams.
    • Create a culture within the customer team that puts the customer at the heart of every decision
    • Coach, lead and support the team to meet and exceed targets in line with the KPIs set
    • Forecast work volumes and resources required to ensure KPIs are achieved
    • Work closely with the COO to develop the longer-term customer service strategy
    • Research and implement new technology and customer experience trends to streamline processes to increase productivity and profitability
    • Provide support and assistance to all other team members as and when required by undertaking any other duties and becoming involved in ad hoc projects
    • Ensuring compliance with relevant laws and regulations, such as data privacy and security regulations.
    • Establishing and maintaining customer support channels, such as email, live chat, and social media, to ensure a seamless customer experience.

    What we’re really looking for:

    • The ideal candidate must thrive in a fast-paced environment and have a hard-working attitude.
    • You must have a wealth of experience managing contact centre / live chat teams (ideally above 25 FTE).
    • We are open to both corporate and SME background but you must have commercial/business acumen and the necessary skills to implement new strategies and customer-based frameworks in a fast-paced fintech environment.
    • Passionate about customer experience and an authority on customer experience trends, themes and best practices, thus assuming a critical role as a trusted advisor on the subject for the organisation
    • Tenacious approach to problem-solving

    What we’re really looking for: âœï¸

    Someone with a genuine interest in Chip and is excited about being part of a fast-growing company and our mission to build the investment super app of the future.

    Although we’re in the financial space, and under the scrutiny that comes with it, the current customer service team works well together, and even sometimes with a smile. We’re sure you’ve got the technical skills, otherwise, you would have stopped reading by now, so let us be clear on what will make us want to work with you.

    We want a real person, with interests outside of work, to join our team. You could be a dancer, a gamer, a musician, a parent, a hockey fan, or even that one person that still writes Twilight fan-fiction. Doesn’t matter to us.

    At the interview stages, we will be looking for empathy, eq, fun stories, and the ability to smile even when things are tough.

    PERKS ðŸŽ

    • Discretionary share option bonus every 6 months
    • Workplace pension scheme (Employer: 3% / Employee: 4% / Tax Relief: 1% / Total: 8%)
    • Free ChipX subscription for UK-based employees
    • We are an equal-opportunity employer and value diversity
    • Flexible working arrangements (There will be an expectation that you work from the office at least 12 days per month)
    • Unlimited holiday (but policy not to count) ✈️
    • Annual £1500 Personal Learning Allowance
    • £30 per month Chip Fitness Benefit to suit your Mental/Physical Wellbeing
    • Company laptop
    • Opportunity to have a huge impact on our product while fast-tracking your knowledge, responsibility and skills in a high-growth fintech startup 🚀

    Our Interview Process: ðŸ“–

    1. Video screen with someone from our Talent team
    2. Video interview with the hiring manager
    3. Video interview with senior stakeholders
    4. Final Interview with a member of ExCo

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