Customer Support Manager

Customer Support Manager

Apply for the Customer Support Manager role at 7

MELHORES - Marketing Inteligente in Manchester.

Our Mission:
Empowering our customers to buy, borrow, and build, driven by tech, fuelled by data, and built for the future.

Our Company Values:
Care Deeply, Adapt & Thrive, Challenge everything, Go for it! Own it, Make it Simple.

Jaja is an innovative UK based consumer finance business, launching a digital credit card in 2018 and building a pipeline of consumer finance solutions. We aim to redefine the customer finance experience, making it simpler, more enjoyable, and intelligent, treating customers fairly and giving them more control of their money.

This is a chance to make a real impact in a growing business on a mission to change the consumer finance industry. You’ll work within a collaborative, tech‑savvy team that values experience and innovation.

As Customer Support Manager (Senior Operations Manager), you’ll lead our telephony and messaging operations, owning KPIs, driving demand optimization through data, and coaching high‑performing teams to deliver exceptional customer service. You’ll elevate multi‑channel experiences, ensure FCA/GDPR compliance, and drive operational excellence through MI insights, automation, and continuous improvement.

This role requires a minimum of 2 days per week in our Manchester office. This is non‑negotiable; please apply only if you can commit to this arrangement.

• Oversee day‑to‑day operations of telephony and messaging teams.
• Set clear performance objectives and hold accountability for KPIs.
• Foster a culture of accountability, collaboration, and customer‑centricity.
• Coach and develop team leaders to build high‑performing teams.
• Ensure all customer interactions meet quality standards and regulatory requirements.
• Monitor service levels across channels and implement strategies to improve response times and resolution rates.
• Act as an escalation point for complex or sensitive customer issues.
• Manage workforce planning, scheduling, and resource allocation to meet demand.
• Drive process improvements to enhance efficiency and reduce customer effort.
• Utilise data and MI reporting to identify trends and inform decision‑making.
• Ensure adherence to FCA regulations, GDPR, and internal policies.
• Maintain robust controls to mitigate operational and reputational risk.
• Support audits and regulatory reviews as required.
• Champion digital servicing initiatives and automation opportunities.
• Gather customer feedback and insights to inform service enhancements.
• Lead projects to optimise multi‑channel servicing strategies.

• Proven experience managing customer service teams in financial services.
• Strong knowledge of telephony and digital messaging platforms (Zendesk, AWS, Twilio).
• Excellent leadership, coaching, and people development skills.
• Analytical mindset with ability to interpret data and drive improvements.
• Understanding of regulatory requirements (FCA, GDPR).
• Strong communication and stakeholder management skills.

• Customer satisfaction.
• Service level adherence (telephony and messaging).
• First contact resolution rate.
• Compliance audit scores.
• Employee engagement and attrition rates.

• Customer‑focused and empathetic.
• Data and results‑driven with a continuous improvement mindset.
• Collaborative and inclusive leadership style.
• Resilient and adaptable in a fast‑paced environment.

• The chance to make a real impact in a growing business on a mission to change the consumer finance industry.
• Competitive salary.
• Potential for part‑time working around other commitments.
• Pension contributions.
• Bonus potential.
• Private medical cover.
• 25 days annual leave (FTE) plus UK bank holidays and your birthday off (with an additional day added for each full calendar year worked, up to a maximum of 30 days).
• 4x life insurance cover.
• Employee assistance program.