Company Description
Tembo is making the dream of ownership possible for a new generation of home buyers. We are a disruptive, award-winning savings and mortgage platform powered by a proprietary technology platform - with the result of enabling buyers to buy their home years ahead of the alternative.
We recently acquired a savings company to help us capture customers earlier in their home buying journey, nurture them through saving for a deposit and ultimately to match them with the best mortgage product to get them onto the ladder more quickly. Our savings business is growing very rapidly and we’ve recently launched a Cash ISA to complement our existing Lifetime ISA products. We have huge plans for new products and innovation in the future.
We’re a mission-centric organisation that holds our values close:
* Find a way - representing our desire to innovate and also leave no stone unturned to help find a customer a way to get on the ladder
* It's all about the people - customers, colleagues, partners - we’re all human and without them we are nothing
* If you don’t like it change it - as a startup we’re constantly listening to every source of data and evolving, every opinion counts
We are rated 5* on Trustpilot with every single customer review celebrated and we are determined to find a way to ensure we retain that customer love as we scale.
We are well funded by Goodwater Capital, Aviva, McPike Family Global Office, Ascension, Love Ventures as well as a suite of ethical backers such as Fair by Design, Barrow Cadbury, Joseph Rowntree Foundation, and Big Society Capital.
Job Description
We’re looking for an experienced, customer-centric Customer Service Team Lead who isn’t afraid to roll their sleeves up, to help deliver the best, most trusted customer service as we grow our business.
In this role, you’ll be responsible for leading the Customer Service team. This includes liaising with internal and external stakeholders and delivering 5* service, 7 days a week whilst continually implementing process improvements and optimising resources. You will also successfully collaborate with our operations, technology, and compliance teams to ensure we achieve our company growth objectives.
As a tech-enabled business, there is a big focus on innovative AI/technology-focused solutions to create the optimum customer experience whilst also enabling Tembo to scale quickly. At Tembo we utilise the latest tools and systems to deliver top-class service; you’ll own the ongoing training and utilisation of these tools to ensure the team are making the most of the tools at their fingertips (e.g., using Intercom AI to automatically resolve as many tickets as possible without human intervention).
Qualifications
* Proven experience in a customer support leadership or team lead role within fintech, banking, or regulated financial services
* Strong background in supporting and coaching agents handling in-app chat, email, and phone communications
* Experience managing resourcing and scheduling to ensure team coverage during peak times
* Skilled in conducting 1:1s, performance reviews, QA feedback sessions, and setting personal development plans
* Confident handling escalated customer queries and complaints with calm, solutions-focused leadership
* Ability to mentor, motivate, and develop a high-performing team in a fast-paced, customer-first environment
* Strong operational awareness and ability to manage SLAs, team KPIs, and support workflows effectively
* Comfortable working cross-functionally with teams including ISA Transfers, Home Purchase, and Complaints teams
* Collaborative mindset to align with the wider business (Product, Compliance, Marketing) and feed insights back to improve tools and journeys
* Excellent communicator — able to keep the team aligned with strategic goals while advocating for both team needs and customer outcomes
* A team player who enjoys turning complexity into clarity, and helping teams stay aligned and scalable as Tembo grows
* Passion for delivering outstanding customer experience in a fast-paced, mission-led business
* Collaborative, with exceptional communication skills
* Mindset to thrive in a fast-paced, dynamic start-up environment
However, the right mindset and attitude is more important than ticking every single box on our checklist. So, if you’re interested in what we’re doing, excited by our mission, and the description largely fits you - then get in touch!
Additional Information
Location: Hybrid, with an office in Central London (1-2 days per week in the office) #J-18808-Ljbffr