Customer Support Manager

Edinburgh

• 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!

We are looking to hire high-energy, and value-adding talent to join Modulr, the fastest growing payments business in the UK and Europe, to to retain and develop strong and long-lasting relationships with our clients and partners.

About Us

At Modulr, our vision is a world where all businesses are powered by embedded payments. Modulr enables thousands of businesses, from SMEs to Enterprise, across the UK and Europe to efficiently pay-in, collect and disburse funds instantly via a range of payment methods, accounts, and card products. We’ve created an industry-leading platform with comprehensive online tools and API access, to meet the demands of daily business payments. We are connected to an expanding network of accounting and payroll platforms, including Sage, Xero, BrightPay and IRIS. Our payments expertise and extensive product capability also enables us to build tailored solutions to solve complex payment problems for hundreds of clients in a range of industries, including Travel, Merchant Payments, Lending, Wage Advance and Investment & Wealth. We are deeply integrated into the payment eco-system. In the UK, we are direct participants of Faster Payments and Bacs, and hold settlement accounts at the Bank of England. Our payment network connectivity includes CHAPS, Open Banking, SEPA, SWIFT and account issuance in 11 currencies. We are principal issuing members of Visa and Mastercard across UK and Europe. Our regulatory permissions and governance structure underpin our business. We are regulated and supervised as an Authorised Electronic Money Institution (AEMI) in the UK by the Financial Conduct Authority and in the Netherlands by De Nederlandsche Bank. Our founding team has a wealth of experience in the payments industry and growing successful businesses. Modulr is backed by the venture arms of payments giants PayPal and FIS, as well as growth investors Blenheim Chalcot, General Atlantic, Frog Capital and Europe. Modulr now has over 400 employees spread globally across offices in London, Edinburgh, Amsterdam and Mumbai.

Job Overview

We are seeking an experienced and dynamic Customer Support Manager to lead our customer support team. The ideal candidate will have a strong background in customer service, excellent leadership skills, and a deep understanding of fintech products and services. As a Customer Support Manager, you will be responsible for ensuring our customers receive top-notch support and their issues are resolved efficiently.

About the Role and Team

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 product team and other internal stakeholders to evolve our offering to meet the dynamic needs of the market.

Key Responsibilities

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.
• Develop and implement customer support policies, procedures, and standards.
• Monitor and analyse support metrics to drive continuous improvement.

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, 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 can Modulr offer you

You’ll be part of a cross disciplinary team(s), some might be in Edinburgh, London, or Amsterdam. We are friendly and sociable, challenging but rewarding. We want you to push yourself and for us to support you in your future as we scale up and grow. Our culture and values are putting you first and are about investing in your future.

• Share Options Incentive Scheme
• Company Bonus - the more successful we are together, the more company bonus we offer
• Enhanced Pension
• Flexible benefits - £1000 to spend on a variety of benefits for you to choose from which suit your lifestyle and needs
• Perkbox - enjoy freebies and discounts on many other products and services
• 33 days holiday (including bank holidays) + your birthday off - choose which days you take off to relax and/or spend time with loved ones
• Learning Opportunities – on joining Modulr you will embark on our 3-day onboarding programme to be equipped with the Modulr know-how and arm you with the tools you need to be successful from day 1! But, we don’t want your learning to stop there so we will continue to provide you with the tools and capabilities through our learning channels and platforms to allow you to grow and develop in Modulr.
• Modulr hands-on - join your colleagues for our company wide events throughout the year.
• Great workspace - Modulr thrives on innovation which is best done through in-person collaboration. This approach enables us to work together closely, exchange ideas, and create innovative solutions that drive our success. We have state of the art offices located in WeWork in Edinburgh, ScaleSpace in London, and WeWork in Amsterdam.

ModInclusion 

We believe that by seeing Modulr, and the world, from all sorts of angles, we can make life better for all.​ We want you to know that the things that make you, you — like your identity, age, ability, and background — are things that we will always celebrate and support with open arms.  As such, we are keen to maximise the diversity of our workforce and actively encourage applications from anyone and everyone.

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By submitting your CV you understand that we have a legitimate interest to use your personal data for the purposes of assessing your eligibility for this role.  This means that we may use your personal data to contact you to discuss your CV or arrange an interview, or transfer your CV to the hiring manager(s) of the role you have applied for.  You can ask us at any time to remove your CV from our database by emailing peopleops@modulrfinance.com – but please note that this means we will no longer consider you for the role you have applied for.