Customer Service Team Lead

Job description

About Freetrade Freetrade’s mission is to become the default place to invest. Investing has been too complicated and expensive for too long, keeping millions from making the most of their savings. We’re changing that. We’re building our team and looking for people who are excited to reshape how our customers invest and grow their wealth. If you’re driven by solving complex problems and building innovative products, you’ll fit right in. 2026 is a big year for us. Last year, we announced a game changing deal to become part of the IG Group. We’ll continue to operate as an independent business while gaining access to the resources and support of an established leader in the space. This year, we’re accelerating our roadmap and taking our products to the next level. We’re building new features like mutual funds, bonds, and family investment tools. We’re also exploring how we can leverage AI to deliver an even better experience for our customers. About the Role As the Customer Service Team Lead at Freetrade, you will be the driving force behind a dedicated team based in our London and Budapest hubs. You will own the day-to-day management of team workflows and capacity, creating a high-performing, customer-obsessed team environment, using clear leadership, strong judgement and continuous improvement to make sure we deliver the best possible experience for Freetrade customers. What you’ll do Champion a customer-first mindset across the team, ensuring decisions are made with the customer experience in mind Communicate with customers through email, in-app chat and, as our support channels evolve, phone Use customer insight, performance data and frontline feedback to identify opportunities to improve service quality, speed and consistency Coach agents deliver clear, empathetic and high-quality support, helping them understand the impact their work has on customers Lead by example in creating a culture of ownership, accountability and continuous improvement Oversee and coordinate day-to-day customer service workflows, ensuring work is prioritised and allocated effectively Provide first-line leadership and act as the first point of escalation for operational and team queries Take ownership of manager-level customer escalations, resolving complex or sensitive cases while balancing customer outcomes with business needs. Monitor team performance, customer demand and service…