We’re Hiring: Customer Support Leader (B2B Focus | Fintech) – Perm – Edinburgh
Are you an experienced customer support leader ready to drive real strategic change? We’re looking for someone who can elevate our B2B service model — moving beyond tactical support to deliver outcome-based, customer-first solutions.
In this senior role, you’ll lead a talented team to deliver an exceptional customer experience, embed data and insights into everything we do, and build a scalable support function that drives business growth.
You'll work closely with our Head of Operations and Servicing, and Head of Customer, playing a key part in shaping our future service strategy and exceeding industry standards.
What you’ll be doing:
✅ Own the end-to-end customer outcomes for your team, ensuring service targets are exceeded
✅ Transform workflows and drive operational improvements to boost customer satisfaction
✅ Shift the mindset from reactive to proactive, embedding outcome-led support practices
✅ Enhance customer communications for our diverse B2B customer base
✅ Own and refine customer service processes and controls, ensuring continual improvement
✅ Build insightful reports from customer data, presenting trends and recommendations to senior leadership
✅ Act as a key escalation point, collaborating across Operations, Product and Engineering
This role is for you if you have:
Extensive leadership experience within Customer Support, ideally in a B2B or fintech environment
Deep industry knowledge, particularly around SIPP, ISA, and GIA wrappers
Strong technical expertise — you’re comfortable operating in an API-led, tech-driven setting
A proven track record of building, mentoring, and leading high-performing teams
Excellent communication skills across technical and non-technical audiences
A data-driven mindset with strong analytical abilities
Hands-on problem-solving skills and a passion for continuous improvement
Experience presenting to senior stakeholders and influencing strategic decisions
What’s in it for you:
Salary between £50,000–£70,000, depending on experience (reviewed annually)
A generous benefits package focused on what really matters to our people
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