Customer Support Manager en Modulr

Location Edinburgh

Full-time

In office 4 days/week

• Are you curious, excited by experimentation and always looking for a better way of doing things? 
• Do you want to keep learning and developing whilst getting hands-on, payment-building experience?
• Do you want to have the opportunity to work in a high-growth environment with a fast-paced and collaborative culture where you will work with some fantastic clients and partners?

If so, we would love to hear from you! 

Who We Are

Our vision is a world where all businesses are powered by embedded payments. Modulr enables businesses, from SMEs to Enterprise, to grow their revenue, drive efficiencies and deliver fantastic customer experiences, by embedding payments into their products and operating systems.  We do this by providing products and services which allow our clients to efficiently collect, reconcile and disburse funds instantly via a range of payment schemes, accounts, and card products, fully controllable via API.  

Find out more about us on our website and careers site. 

What You’ll Do

The Customer Support team’s mission is to provide our customers with exceptional service that helps retain and grow our relationship with them.  The Customer Support Manager leads the team by example, ensuring that our services are delivered to the highest standards by working closely with the Client Engagement teams, Product team and other internal stakeholders to evolve our offering to meet the dynamic needs of the market.

Who You Are

Team Leadership:

• Lead, mentor, and manage a team of customer support representatives.
• Foster a positive and collaborative team environment.
• Conduct regular performance reviews, providing timely feedback and regular coaching.

Customer Support Operations:

• Lead daily customer support operations to ensure timely and effective customer inquiries and issues resolution.
• Ensure regulatory requirements are adhered to, for example maintaining good customer outcomes in line with the Consumer Duty.
• Develop and implement customer support policies, procedures, and standards.
• Monitor and analyse support metrics to drive continuous improvement.
• Support delivery of transformative improvement initiatives to enable scaling of operations in line with business growth.

Customer Satisfaction:

• Ensure high levels of customer satisfaction by delivering exceptional support experiences.
• Implement customer feedback mechanisms to gather insights and drive improvements.
• Address regulated complaints in a compliant manner that delivers the best outcomes for our customers and Modulr.

Training and Development:

• Develop training programs and materials for new employees and ongoing team development.
• Stay updated on industry trends and product knowledge to ensure the team is well-informed.

Collaboration

• Collaborate with cross-functional teams, including Product, Sales, and Engineering, to address customer needs and feedback.
• Participate in product development discussions, advocating for customer-centric solutions.

Reporting and Analysis

• Prepare regular reports on support team performance, customer satisfaction, complaints, and key support metrics.
• Use data-driven insights to make informed decisions and recommend process improvements.

About you

• At least three years’ experience in a Customer Support/Service managerial role, preferably within the technical or financial services.
• Proven leadership and management skills, with the ability to motivate and inspire a team to achieve goals and targets.
• Excellent communication skills, both written and verbal.
• Experience of operating in a regulated industry with responsibility for complaint handling.
• Exceptional organisational and problem-solving skills, with a focus on delivering results and driving continuous improvement.
• Familiarity with customer support software and tools, including CRM systems and ticketing platforms.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• A bachelor’s degree in business, technology, or a related field is advantageous but not essential.

What We Offer You

• Share Options – We offer a Company Share Option Plan (CSOP), giving you the opportunity to benefit from any increase in share value in the event of a sale, merger, or flotation.
• Bonus – Our annual discretionary bonus, paid in May for the previous year, is based on both company and individual performance.
• Flexible benefits - £1000 to spend on benefits to suit you, including private medical insurance, gym membership, dental etc. 
• Wellbeing app – confidential, on-demand access to therapy, coaching, counselling, management training or mindfulness sessions with accredited professionals, with company-funded hours and top-up options available.
• Holidays - 33 days annual leave (including bank holidays) plus your birthday off. In the UK, Christmas Day, Boxing Day, and New Year’s Day are fixed holidays. You can choose the remaining days to suit your personal schedule.
• Learning opportunities- Our two-day onboarding program, ModStart, helps equip you for success. Learning doesn’t stop there; we’ll continue to support your development through various channels.  
• Company-Wide Events - Participate in collaborative and engaging events with colleagues across the business.
• Bike to work / E-bike scheme

ModInclusion 

At Modulr, we’re committed to building a diverse, equitable and inclusive culture where everyone feels they belong and can bring their whole self to work. We welcome applications from candidates of all backgrounds as we believe it’s the right thing for our people, our business, and the community we operate in.

By submitting your CV, you consent to us using your personal data to assess your application, contact you, or share your CV with relevant hiring managers. You can request removal of your data at any time by emailing [email protected] - though this will withdraw you from consideration for the role.