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Checkout.com is a global fintech platform powering over 10 billion transactions yearly for companies like eBay, Spotify, Klarna, Uber, and Sony. As Manager of Customer Support, you will lead and scale the customer support function across frontline, second-line, complaints, vulnerable customers, and disputes teams. This is a critical, high-impact role blending policy definition with operational leadership in a regulated financial services environment.
You will own the end-to-end servicing model, including channel strategy, operating hours, staffing decisions (in-house, BPO, or hybrid), and service-level performance targets. You'll establish comprehensive Management Information systems to evidence performance to internal stakeholders and regulators, and design the complaints policy and procedures in line with DISP regulations.
Key responsibilities include building root-cause reporting and Board-pack MI to demonstrate good customer outcomes, designing and embedding a vulnerable customer framework with identification triggers and tailored journeys, and hiring and developing the customer support team to scale with business growth. You'll partner closely with Compliance and Risk on policy sign-off and regulatory engagement, work with Product and Engineering to translate customer feedback into product improvements, and represent Customer Support to the Board, Risk Committee, and regulators as the named accountable owner.
You bring proven experience building and running customer support in UK-regulated financial services (banking, e-money, payments, lending). You have deep working knowledge of DISP, FG21/1, Consumer Duty, and FOS processes as a named owner, not just a consumer of these frameworks. You've designed customer operations functions from scratch or led material redesigns, scaled frontline teams through various models with strong QA and capacity planning discipline, and have end-to-end ownership experience of complaints functions including FOS relationships and chargebacks/scheme disputes.
Checkout.com operates a hybrid model with three days per week in the London office to support collaboration. The company values high performers, meaningful ownership, and career growth, with a culture emphasizing speed, global thinking, and exceptional talent.
