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ClearScore, the UK's #1 credit score and report app with 20+ million users globally, is seeking a Senior Customer Support Manager to lead their Customer Operations team. Reporting to the Head of Customer Operations, you will manage the Escalations Team, oversee the outsourced contact centre relationship, and serve as a key advocate for user needs across the organization.
Key responsibilities include leading and developing senior individual contributors within the Escalations function, managing performance and continuous improvement with outsourced BPO partners, identifying systemic issues through escalation trend analysis, and collaborating cross-functionally with Product, Engineering, Compliance, and Legal teams to drive user experience improvements. You will use data-driven insights to inform strategic decisions and contribute to broader Customer Operations strategy.
Ideal candidates bring experience leading customer operations or escalations teams in fast-paced, regulated environments (fintech or digital-first preferred), proven success managing outsourced partner relationships, strong people leadership skills with experience coaching senior team members, and cross-functional influencing abilities. Data-driven mindset, excellent communication, genuine passion for customer experience, and familiarity with CRM tools like Zendesk are valued.
ClearScore operates a hybrid model with minimum 3 days per week in-office for this level. The company offers 25 paid holidays plus birthday duvet day, private health/dental/mental health cover, life assurance, up to 6% matched pension, learning and development investment, leadership training, in-house psychotherapist access, financial coaching, generous parental leave, and a dog-friendly office with daily breakfast and free snacks. The culture emphasizes flexibility, outcome-based measurement, inclusive contribution regardless of seniority, and transparent career growth planning.
