Manager, Customer Support

Experteer Overview In this role you lead Checkout.com's customer support function, shaping policy, process and performance across frontline and second-line support, complaints, and vulnerable customers. You'll own the end-to-end servicing model and regulatory reporting, ensuring high-quality customer outcomes in a fast-growing payments environment. You'll collaborate with Compliance, Risk, Product and Engineering to translate customer feedback into improvements, while representing Support to leadership and regulators. This is a strategic, impact-driven leadership role at a global fintech. You will drive scale, governance, and excellent service as the business grows. Pay / Benefits

• Design and own the end-to-end servicing model including channels, hours, and staffing (in-house, BPO, or hybrid) and service-level performance Establish the Management Information suite to evidence performance to internal stakeholders and regulators Design and own the complaints policy, procedures and operating model in line with DISP Develop root-cause reporting, Board-pack MI and Consumer Duty outcome monitoring to evidence good customer outcomes Build and embed the vulnerable customer framework (identification triggers, agent guidance, tailored journeys, assurance) Hire, develop and lead the Customer Support team, scaling capacity ahead of growth Partner with Compliance and Risk as second-line owners for policy sign-off, assurance and regulatory engagement Collaborate with Product and Engineering to close the loop from customer feedback to the product roadmap Represent Customer Support to the Board, Risk Committee and regulator as the accountable owner Tasks Proven experience building and running customer support in a UK regulated financial services business (banking, e-money, payments, lending, or similar) Deep working knowledge of DISP, FG21/1, Consumer Duty and FOS processes as a named owner Track record of designing customer operations functions from scratch or leading major redesigns including policies, MI and operating models Experience scaling frontline teams via BPO, in-house, or hybrid models with strong QA, capacity planning, and root-cause discipline End-to-end ownership of a complaints function, including FOS relationships and experience with chargebacks or scheme disputes Key requirements hybrid working model three days in office career growth opportunities supportive, high-performance culture flexible work arrangements