Customer Support Team Lead Full Time

Stream was founded with the mission to provide fair financial tools to the everyday worker.

Offered through destination employers like Greene King, Bupa, Burger King, Asda and the NHS, our award-winning platform helps over three million people to earn, learn, save, spend and borrow on their own terms, all in one smartphone app.

Stream is unique: VC backed and growing at scale, but with a social conscience. Some of the worlds leading impact funds were our founding investors, and we operate on a social charter, which means every product and service we create must measurably improve financial wellbeing.

You’d be joining a team of over 200 passionate, ambitious people across Europe and the USA, building a category-defining product, and united by that same mission

The Opportunity:

You’ll be responsible for monitoring and maintaining agent productivity levels to meet established targets and KPIs, as well as collaborating with a US counterpart to ensure adequate support coverage for all shifts. The position requires building and maintaining strong relationships with customers, key stakeholders, and Stream’s third-party partners. Additionally, the role includes attending client service reviews as needed, ensuring the delivery of accurate data accompanied by insightful commentary to support business objectives.

The Team:

You will be joining a team of 32 with direct management responsibility for 9 team members.

What will you be doing?

• Manage, motivate and develop your direct reports – Support Representatives and Senior Support Representatives
• To ensure that all agents have the necessary skills and knowledge to fulfill their roles through consistent, regular 121’s, monitoring and training
• Monitor and maintain agent productivity levels in accordance with targets and KPI’s working in partnership with our Support Leads
• Ensure that the Risk & Compliance Manager is informed of any perceived risks
• Ensure all tickets are handled professionally and conduct regular audits of direct reports written and verbal communication to customers
• Ensure excellent case management within team to safeguard levels of service and that all Service Level Agreements (SLA’s) are met

What experience might you have?

Must-haves: (But if you’re close… we’d still love to talk to you!)

• Experience managing and developing a team in a high volume, high pressure environment
• Experience of managing service standards and customer-focused KPI’s
• Excellent communication skills
• An inquisitive and analytical mind who is service driven
• Can interpret, own, act upon and where necessary produce reports relating to agent productivity levels, utilization, forecasts and daily call statistics
• Experience working with cross-functional stakeholders to address high impact support topics and customer feedback
• Extensive experience with defining and optimizing process improvements to enhance the customer and partner support life cycle, including the use of innovative technologies and integrations
• Strong interpersonal skills at all levels including Directors
• Enthusiastic, pro-active and a problem solver
• ITIL Foundation V3 desirable

Can-be-learnts:

• ITIL Foundation V3
• AI Literacy

Working Policy:

We operate a hybrid policy with a requirement of 4 days a week in the office

What will we do for you?

• 25 Days Annual Leave in addition to public holidays (up to 5 day rollover), as well as flexible time off allowances for any ad-hoc childcare/family/caring needs
• 24 weeks’ paid Maternity Leave and 4 weeks paid Paternity Leave for employees with over 12 months service
• Special Leave for In Vitro Fertilisation (IVF) and other fertility treatments
• Sabbatical scheme
• Paid leave to volunteer
• Private Healthcare including comprehensive mental and physical healthcare
• Salary sacrifice to pension, as well as bonus exchange to Pension: reap even more rewards of any bonus by paying into your pension & save on Tax and NI + added compound growth
• Season Ticket Loan
• Access to Salary Sacrifice Schemes via ThanksBen: THE Benefits marketplace. Choose the benefits you want, when you want. Pay less tax, receive more value, including: Workplace nurseries, Cycle to Work, Home and Tech Scheme and more.
• The best benefit of all, access to Stream!

At Stream we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Stream is an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, or veteran status.