Customer Service Team Lead

Job description

ABOUT FREETRADE Freetrade’s mission is to become the default place to invest. Investing has been too complicated and expensive for too long, keeping millions from making the most of their savings. We’re changing that. We’re building our team and looking for people who are excited to reshape how our customers invest and grow their wealth. If you’re driven by solving complex problems and building innovative products, you’ll fit right in. 2026 is a big year for us. Last year, we announced a game changing deal to become part of the IG Group. We’ll continue to operate as an independent business while gaining access to the resources and support of an established leader in the space. This year, we’re accelerating our roadmap and taking our products to the next level. We’re building new features like mutual funds, bonds, and family investment tools. We’re also exploring how we can leverage AI to deliver an even better experience for our customers. About the Role As the Customer Service Team Lead at Freetrade, you will be the driving force behind a dedicated team based in our London and Budapest hubs. You will own the day-to-day management of team workflows and capacity, creating a high-performing, customer-obsessed team environment, using clear leadership, strong judgement and continuous improvement to make sure we deliver the best possible experience for Freetrade customers. What you’ll do - Champion a customer-first mindset across the team, ensuring decisions are made with the customer experience in mind - Communicate with customers through email, in-app chat and, as our support channels evolve, phone - Use customer insight, performance data and frontline feedback to identify opportunities to improve service quality, speed and consistency - Coach agents deliver clear, empathetic and high-quality support, helping them understand the impact their work has on customers - Lead by example in creating a culture of ownership, accountability and continuous improvement - Oversee and coordinate day-to-day customer service workflows, ensuring work is prioritised and allocated effectively - Provide first-line leadership and act as the first point of escalation for operational and team queries - Take ownership of manager-level customer escalations, resolving complex or sensitive cases while balancing customer outcomes with business needs. - Monitor team performance, customer demand and service levels, identifying risks and addressing issues early - Balance team capacity through effective rota management, holiday planning and sickness cover - Partner with the department manager to align priorities, remove blockers and share best practice - Drive continuous improvements to workflows, processes and ways of working that enhance the customer experience - Foster a collaborative, supportive and high-performing culture across our London and Budapest teams - Keep communication clear and consistent between the team and Customer Service leadership - Visit our Budapest office every one or two months. About you - A genuinely customer-obsessed mindset, with a strong desire to improve the quality, consistency and empathy of customer support - Experience leading teams in a customer-focused environment, with the ability to coach others to deliver excellent outcomes - Strong judgement and ownership, with the confidence to make decisions that balance customer needs, team capacity and operational risk - A continuous improvement mindset, with curiosity about how processes, tools and behaviours can create a better customer and agent experience - Experience working in operations within a regulated, high-quality or customer critical environment, financial services experience would be a plus - Leadership or people management experience, with a track record of coaching and developing others Excellent organisation, communication and stakeholder management skills, with the confidence to lead day-to-day operations - A proactive mindset, with strong decision-making, prioritisation skills, and the ability to identify and drive improvements Our interview process We keep things simple and transparent. You’ll meet one of our Talent Partners to make sure we are a good match for each other, typically followed by: 1. Leadership & Operations Interview 2. Final on-site Values Interview Hybrid working culture We work from our central London and Budapest offices on Monday, Tuesday, and Thursday, leaving Wednesday and Friday for dedicated focus time at home. We believe in the power of in-person collaboration to build a strong culture, but we know life happens. If you have caregiving or personal responsibilities that require extra flexibility, let’s talk about it. We are an Equal Opportunity employer committed to a diverse and representative team. Whatever your race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability - we want to hear from you. To find out more about how we look after your personal data when you apply for a job with us, please see our Recruitment Privacy Policy here. https://freetrade.io/legal/privacy-policy Please note we are not accepting agency CVs.