Senior Customer Support Manager

Senior Customer Support Manager We have an exciting opportunity for a senior leader to join our Customer Operations team. Reporting into the Head of Customer Operations, you will lead our Escalations Team, own our outsourced contact centre relationship, and play a pivotal role in advocating for our users across the business. This is a high-impact role at the intersection of operations, product and user experience. You will work closely with teams across ClearScore — including Product, Engineering, Compliance and Legal — to drive improvements that matter to our users at scale. What you will be doing: Leading and developing a team of senior Individual Contributors within the Escalations function Owning the relationship with our outsourced contact centre, driving performance and continuous improvement Acting as a senior voice for ClearScore users, identifying patterns and systemic issues and working cross-functionally to resolve them Collaborating with Product, Engineering and other teams to deliver improvements to the user experience Monitoring escalation trends and using data to inform strategic decisions Contributing to the broader Customer Operations strategy and leadership team Skills we'd love you to have Experience leading customer operations or escalations teams within a fast-paced, regulated environment, ideally in fintech or a similar digital-first industry Proven experience managing and developing relationships with outsourced partners and BPO providers, driving performance, accountability and continuous improvement Strong people leadership skills, with experience coaching senior team members and confidently managing performance through both support and constructive feedback Strong cross-functional influencing skills and a track record of driving product or process improvements Data-driven mindset with strong analytical skills Excellent written and verbal communication skills A genuine passion for customer experience and user advocacy Experience with CRM tools such as Zendesk is a plus Why ClearScore? ClearScore is the UK's #1 credit score and report app. We are also present in South Africa, Australia and Canada, with more than 20 million users globally and growing fast. Someone joins ClearScore every 20 seconds. We have established relationships with over 50 of the main lenders in the U.K., and have been a trusted tool for customers to manage their credit and make better financial decisions. Since October 2016 we have helped 1.8 million users take out a new credit card or loan. We are user-centric at our core and we believe in leveraging technology to enable positive financial choices. We are design-led and data-driven and we embed these behaviours in everything we do. Our company culture is a fundamental part of all we have achieved. We believe in hiring smart, driven, passionate and diverse people who are keen on having a real impact in our organisation. We trust you to manage your own time so we offer flexible work and no fixed desk hours. We don't micromanage and we believe in measuring outcomes rather than effort. We have an inclusive culture where all, regardless of seniority, are encouraged to contribute with their ideas, look after their wellbeing and actively seek opportunities for career growth. If you feel like this could be the place for you, apply and our Talent team will be happy to share more. Benefits: 25 paid holidays and a “duvet day” on your birthday Hybrid Work Environment Private health and dental cover - including mental health support through Bupa GP office visits Life assurance scheme Up to 6% matched pension Regular Lunch and Learns with guest speakers Dog-friendly office Daily breakfast and free snacks Access to discounts via Cobens Extras Free sports and social clubs Continued investment into learning and development Leadership-led training In-house psychotherapist Financial coach to help you plan and achieve your goals No clock-watching culture Generous maternity and paternity plans Culture and inclusion representatives Transparent pay structure and a career growth plan Equal Opportunities ClearScore is committed to providing equal employment opportunities to all qualified individuals. As an equal opportunity employer, we are able to make reasonable adjustments to accommodate individuals with disabilities during the recruitment and selection process. If you require accommodation, please inform us in advance, and we will work with you to meet your needs. Our Hybrid Model We embrace a dynamic hybrid work environment that balances flexibility with collaborative in-person experiences. Our approach is designed to foster innovation, team connection, and individual productivity. Levels 1-5: Minimum 2 days per week in-office Level 6 and above: Minimum 3 days per week in-office We believe this structure offers the best of both worlds - the flexibility of remote work and the synergy of face-to-face collaboration. Our office days are carefully coordinated to maximise team interactions and learning/ mentorship opportunities. What This Means for You: Flexibility to manage your work and life Dedicated in-office days for team building and collaborative projects Office facilities (with plants!) designed for productive interactions Clear expectations and support for maintaining our hybrid schedule We’re committed to creating an inclusive environment that accommodates diverse needs while maintaining our collaborative culture. Join us in shaping the future of work! Note: While we offer flexibility, commitment to our hybrid schedule is an important aspect of our team culture and performance expectations. Inclusion Policy We are always looking for talented individuals to join ClearScore. We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for our people. Please see our People Policy Notice at https://www.clearscore.com/people-notice .