Customer Support Team Lead
Full-time | Support | Manchester
Job Description
We’re on a mission to protect society from fraud and money laundering. We’ve already protected over 2 million people through life’s big transactions, with a core aim to protect 3 million people by the end of 2024.
Fraud and regulation are rising, costing the UK economy over £100bn every year; this makes it more difficult for businesses to protect themselves and their clients - individuals like you and me - from fraud and money laundering.
Our co-founders Olly and Jack were led to this area when a friend was defrauded of £25K when buying their first property. At the time, anti-fraud technology didn’t exist, which meant that completing the anti-fraud checks required in these processes was largely manual. These big life moments should be exciting, but instead are often confusing and scary due to the painful process of completing these paper-based checks and the risk of fraud.
Thirdfort helps businesses to facilitate these anti fraud checks so that individuals know they can transact safely and seamlessly with professionals during these big transactions. Our anti-fraud platform provides a secure way for professionals in regulated sectors like Lawyers, Estate Agents and Accountants to transfer funds and verify sensitive information through app based document checks, facial recognition and open banking.
Over 1,500 businesses now trust Thirdfort to verify their clients. We are FCA regulated and have raised over $33m in capital from leading Fintech investors Breega and Element Ventures, as well as the founders of Zoopla, Funding Circle, Comply Advantage, Tessian, Fenergo and Fidel.
The Support team is made up of three areas - Consumer (end users of our app), Clients and Partners. Over the past 4 years we have scaled to a team of 23, made up of Customer Support Executives, Specialists and Managers. Offering support via phone, live chat & email, the support team are a crucial part of the Thirdfort offering. Not only are we on hand to deliver a best in class service to everyone who interacts with Thirdfort, we help to drive improvements to our products by championing feedback from all of our customers.
As this team is scaling rapidly, we are looking for a Customer Support Team Lead to manage a subset of the consumer team (5-6 Consumer Support Execs). This person will be responsible for driving the team performance, ensuring we are consistently hitting SLAs and key performance metrics, as well as identifying key areas for improvement. You should be confident in dealing with escalations from your team, and in busy periods jump in to help on the lines. We pride ourselves on positive CSAT and reviews, so helping to drive these will be a key part of the role.
We don't expect you to have a background in law, but any knowledge or understanding around Anti-Money Laundering and fraud will set you in good stead. We are responsible for handling a lot of sensitive consumer data, so it is imperative that you have security first mindset.
Our vision is to build our Manchester office into our key client excellence hub where we will grow our customer support, customer success and sales functions. You will be jumping into a fast, dynamic and ambitious culture that prioritises collaboration, openness and continuous learning.
Your core responsibilities will include:
About you:
Life at Thirdfort:
Our Benefits:
We include compensation ranges on our job ads in the spirit of Operating Openly and in an effort to make our interview process more inclusive. We list a range that aligns with our internal banding which is based on varying factors including external benchmarking for our stage and size as a business. In terms of how we decide where an individual fits within the band, we’d take you through the interview process and assess you against our internal performance framework which gives us further clarity. We’ll also have open conversations with you throughout the interview process (starting in the first stage call) so we can be as open as possible about compensation as we understand how important it is to ensure we’re aligned.
We’ve created our benefits package to reflect Thirdfort’s mission and values. We place a strong focus on Security first given what we do, extending this to our team’s physical, mental and financial security to support them through their big life moments. Our benefits exist to empower our team, ensuring they feel supported and able to work in the way that enables them to do their best work.
When you join Thirdfort, you’ll get immediate access to our flexible employee benefits package that aims to support you across these areas:
We’re committed to building an inclusive, equitable and diverse culture where everyone has a chance to make a difference. We’re purposefully building a team of problem-solvers that reflect our values - which is why we hire from all backgrounds. If you're a curious, kind individual who takes ownership, you'll be a great Thirdforter.
If you require any reasonable adjustments during the application or interview process, please let your dedicated Talent Manager know and we’ll do our best to accommodate.
If you find this form difficult to navigate, please contact [email protected] and we’ll do our best to find a way to work with you