Customer Service Team Lead

Tembo is an award-winning savings and mortgage platform, helping people grow their money and get onto the property ladder faster.

Our ISA offering is at the core of what we do. With products like Cash ISAs and Lifetime ISAs, we make it simple for customers to maximise tax-free savings and build towards their goals with confidence. Designed to be competitive, flexible and easy to use, our savings products help customers make their money work harder.

Our savings and mortgage propositions work seamlessly together - supporting customers from their first pound saved through to home ownership and beyond. With rapid growth and ambitious plans for new products and innovation, we’re just getting started.

We’re rated 4.8* on Trustpilot, with every customer review celebrated and a relentless focus on keeping that standard as we scale.

We’re backed by leading investors including Goodwater Capital, Aviva, McPike Family Global Office, Ascension and Love Ventures, alongside purpose-led partners such as Fair by Design, Barrow Cadbury, Joseph Rowntree Foundation and Big Society Capital.

What you\'ll do

We’re looking for an experienced, customer-first Customer Service Team Lead who’s ready to roll up their sleeves and raise the bar as we scale.

You’ll lead a team delivering outstanding support across all channels, handling escalations, complex cases and working with stakeholders across the business to ensure a world-class customer experience.

You’ll own team performance across quality, productivity and customer satisfaction, while driving continuous improvement and process efficiency. Working closely with product, tech and compliance (to name a few) you’ll help us scale without compromising on service or regulatory standards.

With a strong focus on AI and automation, you’ll ensure the team is getting maximum value from our tools (like Intercom AI), embedding them into day-to-day service delivery.

You’ll champion our values, develop your team, and use data and insights to influence decisions on product, process and future investment.

What we\'re looking for

• Confident handling complex savings and ISA-related customer queries and escalations
• Strong knowledge of ISA and/or LISA products, including savings journeys, transfers, and withdrawals
• Experience leading or supervising a customer service team in fintech or regulated financial services
• Strong understanding of customer support operations, including complaints, escalations, and regulatory frameworks
• Proven ability to drive team performance against KPIs (CSAT, FRT, resolution times, quality)
• Experience coaching, developing, and performance managing high-performing support teams
• Strong cross-functional collaborator with operations, compliance, and tech teams
• Proactive problem solver who improves processes and removes friction from customer journeys
• Passion for delivering exceptional customer outcomes in a fast-moving savings fintech
• Strong communicator with clear leadership presence
• Comfortable thriving in a fast-paced, scaling start-up environment

Location: Hybrid, with an office in London Bridge (1-2 days per week in the office)

Salary range: £32,000 - £40,000 (plus commission post probation).

Our Values:

• Find a way
  We innovate relentlessly to help customers get onto the property ladder.
• It’s all about the people
  Customers, colleagues, and partners are at the heart of everything we do. We move quickly, listen to feedback, and evolve constantly.

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