Director of Customer Service

Role: Director of CS & Complaints Sector: FintechSalary: £130k +We're working with a rapidly scaling Series B Fintech backed by top-tier investors, tackling a critical financial challenge faced by millionsAs their customer base continues to grow, the COO is looking for a Director of CS to lead a global team responsible for delivering an exceptional customer experience. This person will own service strategy, operations, and complaints management, ensuring the company continues to scale with a customer-first approach.This is the perfect opportunity for someone passionate about building high-performing, customer-obsessed teams in a business with both scale and purpose.What you'll do:Lead and elevate a global customer service and complaints function.Build scalable systems and leverage automation to deliver world-class support.Shape the global location strategy and balance of in-house vs outsourced delivery.Drive performance through data — from CSAT to cost-to-serve.Partner cross-functionally (Product, Compliance, Ops) to turn insights into impact.Represent the customer voice at exec level, influencing strategy and product direction.What you'll need:-10+ years leading customer service, operations, or complaints teams in fintech, banking, or other regulated, high-growth, or scale-up environmentsExperience managing large, multi-location teams and optimising global delivery models, including in-house vs outsourced strategySkilled in complaint handling, regulatory frameworks, and driving efficiency through automation and AIData-driven, collaborative, and able to influence Product, Tech, and exec-level decisions