Head of Customer Service

Head of Customer Service – FinTech Scale-Up - PE Backed

Are you an experienced Customer Service leader looking to make your mark in one of Europe’s fastest-growing FinTechs? This rapidly expanding, award-winning company is seeking a Head of Customer Service to lead and scale its multi-market operations across the UK and Europe.

About the Company

This FinTech is transforming the embedded finance space, partnering with leading global e-commerce and payment platforms. Backed by a major private equity firm, the business has achieved over 100% YoY growth since 2020 and continues to expand globally.

The Role

You will lead an established customer service team to deliver exceptional merchant experiences across phone, email, and live chat. You’ll own service strategy, performance management, and process optimisation, working closely with Product, Operations, and Compliance teams to drive continuous improvement.

About You

• Proven experience leading and scaling Customer Service teams in FinTech or banking/lending.

• Track record managing KPIs, SLAs, and service excellence.

• Strong communication and leadership skills.

• Analytical, proactive, and comfortable in a fast-paced, growth-driven setting.

What’s on Offer

• Competitive salary + performance bonus

• Private medical & dental insurance

• Enhanced parental leave

• Modern Central London office