Customer Support Manager

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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, leading initially with a digital credit card launched in 2018, and a pipeline of consumer finance solutions in the making.

We are on a mission to redefine the consumer finance experience and liberate customers from needless complexity, wasted time and frustration. Or as we say it, Make Simple.

We will delight our customers – making the customer experience simpler, more enjoyable, more 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 face of the consumer finance industry forever. We have a collaborative team structure fuelled by an exciting mix of people, welcoming experienced people from the industry with both feet on the ground and tech‑savvy dreamers who pave the way for the new stuff.

Come as you are and be yourself!

As Customer Support Manager (Senior Operations Manager), you’ll lead our telephony and messaging operations with full accountability – Own KPIs, optimise demand through data and coach high‑performing teams to deliver exceptional, customer‑centric service. You’ll elevate multi‑channel experiences, ensure FCA/GDPR compliance and drive operational excellence through MI insights, automation and continuous improvement. If you’re a seasoned financial‑services leader with a collaborative style and experience with platforms like Zendesk, AWS, and Twilio, this is your chance to shape strategy and deliver measurable impact.

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

• Oversee day‑to‑day operations of telephony and messaging teams.
• Set clear performance objectives and take accountability for achieving 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 face of the consumer finance industry forever
• Competitive salary
• Potential for part time working around other / family 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

Mid‑Senior level

Full‑time

Other