About Bits:

Bits is a London-based fintech startup dedicated to promoting financial inclusion by providing credit building solutions to individuals overlooked by mainstream lenders. With our innovative approach, we have quickly grown and currently support over 300,000 customers across the UK.

About the role:

As the Customer Support Manager at Bits, you will be a vital part of our team, responsible for managing and overseeing the customer support operations. You will lead a team of dedicated customer support associates and ensure the delivery of exceptional customer service and support. This is an exciting opportunity to work in a startup environment and contribute to our mission of bringing financial opportunities to those in need.

Responsibilities:

• Manage and provide leadership to the customer support team
• Establish and implement customer support policies, processes, and procedures
• Ensure the team's productivity and efficiency in handling customer inquiries and issues
• Monitor customer satisfaction metrics and make improvements as necessary
• Collaborate with cross-functional teams to address customer needs and concerns
• Identify areas for improvement and implement initiatives to enhance the customer support experience
• Stay up-to-date with industry trends and best practices in customer support

Requirements

• Proven experience in a customer support management role
• Strong leadership and people management skills
• Excellent communication and interpersonal skills
• Experience in the fintech industry is a plus
• Ability to handle high-pressure situations and resolve customer complaints
• Proficient in customer support software and tools
• Knowledge of customer support metrics and reporting
• Bachelor's degree in a relevant field