Remote Customer Service Team Leader - Nights

📍UK-based remote role — you must be located in the UK with the right to work.

Customer Service 🚀
This is a remote role where you’ll be supporting small business owners every day, helping them solve problems, make confident decisions, and see the real impact of your work.

As a Team Lead, your role is to drive performance, engagement, and development within your remote team while creating a supportive, connected, and accountable culture. Your success will be reflected in your team’s performance, satisfaction, and wellbeing, even when working across different locations and shifts.

What You’ll Be Doing 🗃️

• Lead a remote team of around 10 agents to deliver exceptional customer and business outcomes.
• Develop team capability through virtual 1:1s, coaching sessions, huddles, and team meetings.
• Support the Customer Support Manager in delivering positive departmental improvements.
  Build strong relationships with internal stakeholders in a remote working environment.
• Act as an escalation point for team support, particularly during out-of-hours shifts.
• Remove barriers preventing agents from delivering excellent service.

Our Values & Culture 🌞

• Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.
• Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.
• Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard.
• Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.
• Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.

 

We’re Looking For 🔎

• Natural leadership ability with resilience to manage a dynamic out-of-hours remote team.
• Contact centre experience (financial services experience is a bonus).
• Passion for coaching and developing others with proven coaching success.
• Strong attention to detail and ability to identify process improvements.
• Comfortable analysing and using basic data to support decision-making.
• Growth mindset with confidence giving and receiving feedback, including managing up.
• Track record of delivering strong results (shift or unsociable hours experience is a plus).

Even if you don’t have all of the necessary skills, we still encourage you to apply.

Shifts ⏰
We provide extended remote support hours with structured rotating shifts, working Monday–Sunday (2 weekends in every 4).

Coverage is either 6pm–6am or 8pm–8am on a 4-week rolling pattern:

• Week 1: 4 on, 3 off
• Week 2: 3 on, 1 off, 3 on
• Week 3: 3 off, 4 on
• Week 4: 7 days off

Interview Process 🤝

• Stage 1: 30-minute video interview with Talent Partner
• Stage 2: 60-minute CV overview and competency-based interview (video call)
• Final stage: 60-minute leadership and cultural fit with our Head of Customer Service and Lead People Partner (video call)

Diversity & Inclusion 🌈
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
🏥 Private Healthcare including dental and opticians services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🚘 Octopus EV Salary Sacrifice Scheme
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values and mission here.