London, England

Client Operations Team Lead

Join us in the start of an exciting journey!

Hybrid Malta, London and Newcastle or UK Remote (Sorry no sponsorship)

Weavr is the easiest way for businesses to embed relevant financial services into software at the point of need. Founded by serial entrepreneurs who are leaders in the fields of payments and fintech, we’re a team of 100+ can-do builders who are at the frontier of the embedded-finance industry.

The team is characterised by smart, kind and high-performing experts who offer and ask for respect, openness and trust. Weavr is still small enough to feel tight-knit but operates and communicates at the level of a more mature organisation.

This role & opportunity

As a Client Operations Team Lead you will be a key member of our Customer Success and Operations department. In this dynamic role, you will collaborate closely with Compliance, Finance, Product, and Account Management teams to enhance operational efficiency and customer satisfaction. We’re looking for a proactive leader, who can contribute to regular departmental meetings, drive team culture, and lead process improvements.

Your role is crucial in maintaining smooth operations through effective communication, tracking customer satisfaction, and ensuring that high-priority issues are identified and addressed promptly. Your strategic oversight will directly influence Weavr’s success, making you an essential asset to our continuous growth and customer satisfaction goals.

Join us in shaping the future of client operations and play a key role in our journey towards operational excellence.

Responsibilities:

Operational Excellence & Team Oversight: Overseeing and delegating daily BAU tasks, managing ticket priorities, and ensuring adherence to established processes are crucial for maintaining operational consistency and efficiency at Weavr.
Strategic Monitoring & Issue Resolution: Monitoring SLAs, OLAs, team KPIs, and incident tracking, along with being the first point of escalation, ensures Weavr meets customer commitments and addresses issues swiftly, enhancing trust and service reliability.
Quality Management & Customer Interaction: Managing BAU ticket quality and being the initial contact for customer complaints are key to improving resolution rates and transforming challenges into customer satisfaction opportunities at Weavr.
Team Collaboration & Culture: Contributing to regular team meetings, maintaining morale, driving culture and effective rota scheduling are essential for cohesive operations and a motivated staff, driving Weavr's operational success.
Process and Performance Optimisation: Driving process improvements and tracking progress towards team goals (OKRs) to align daily operations with Weavr's strategic objectives, fostering efficiency and success.
Customer Communication & Satisfaction: Handling customer issues, monitoring and following up, proactively managing escalating issues, and tracking customer satisfaction are vital for maintaining high engagement and demonstrates Weavr’s dedication to exceptional service and quick problem resolution, solidifying customer trust and loyalty.
Leadership in Customer Service: Participating in and leading regular customer service meetings ensuring strategies are customer-centric, to enhance service delivery and overall customer experiences.

About You

The section below describes our "ideal candidate." However, our hiring process places a strong emphasis on aptitude and passion. If you haven't used every specific tool or haven't met all the skill and experience criteria listed, please don't let that discourage you from applying. We highly value potential and dedication over a rigid checklist of qualifications. However, it's important to note that we’re looking for someone with previous team leadership experience within a Client Operations or Customer Success department at a business to business SaaS company.

Experience in B2B SaaS Customer Success or Operations: This experience equips you with specific knowledge and skills to manage complex software solutions and enterprise relationships effectively, enhancing Weavr’s service delivery.
Leadership and Team Management: Skills in people management, prioritisation, and task delegation are crucial for overseeing daily operations and fostering a productive team environment.
Problem Solving and Adaptability: This is essential for managing the unpredictable challenges in client operations within a fast paced environment like Weavr.
Communication and Relationship Building: Effective communication and the ability to build strong relationships ensure positive interactions with clients and colleagues, enhancing service delivery.
Analytical and Reporting Capabilities: Data analysis and reporting is key to monitoring performance and making informed decisions that benefit Weavr's operations and client satisfaction.
Client-Centric Approach and Team Collaboration: A client-focused attitude and a collaborative spirit help tailor operations to meet client needs and foster a supportive team environment.
Organisational Skills and Independent Decision-Making: Being organised, proactive, and capable of making sound decisions independently ensures efficient management and reliable service delivery.

What to expect from the process

Talent Screen - 30 Minute video call to run through the role and your experience

Hiring Manager - 45-60 Minute video call to delve deeper in to your technical expertise

Team and Company Fit - 45-60 minute call with a Team Lead & VP of Client Success & Operations

What’s in it for you

Competitive salary regularly benchmarked against industry standards.
Flexible working environment: hybrid & remote-friendly
Private health insurance

Commitment to equal opportunity, diversity & inclusion

All qualified applicants will receive consideration for employment without regard to race, colour, age, religion, sex, sexual orientation, gender identity/expression, national origin, disability. We are a diverse and inclusive team, and we actively seek to recruit people with different backgrounds and experiences.

More about Weavr

Since our establishment in late 2020, our innovative approach has earned significant support, including a US$40 million Series A funding round led by Tiger Global in 2022, along with participation from notable investors such as Mubadala Capital, Latitude, QED Investors, Anthemis, Headline, and Seedcamp. We've also snagged a bunch of industry awards along the way!

Join us on our mission to make embedding financial services easy and secure for businesses and banks alike. Together, we’ll create a future where finance is seamlessly woven into the digital fabric of everyday life.

Locations: London, England
Employment type: Full-time
Remote Status: Hybrid

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London, England

Perks & Benefits

Attractive remuneration package

The financial package includes pension contribution, opportunity for employee equity options (depending on the role), and by conducting annual salary reviews.
Flexible Work Arrangements

We believe that trust and flexibility go hand in hand. Employees have the freedom to balance work and life and therefore, choose the working hours that best suit their personal life. We do not focus on hours worked but on results.
Private Health Care

We care for our employees' wellbeing and want them to all have easy access to health professionals whenever needed. All employees in the UK and Malta benefit from a health care cover.

Workplace & culture

We are unashamedly geeky. We prefer smart to big. We don’t see borders and barriers; we see connections and bridges. We are dedicated to helping ‘makers’ or all size or stripe succeed. The community of makers that we’re empowering is big and diverse, so there's a place for all types in our team – but it’s a team. What matters are our values: create value through simplification, be accessible and collaborative, and be open to change. That’s as true of our products as it is of how we work.

We're a team that supports one another, that encourages individuality and creative ideas. Working at Weavr is more than a place to work.

About Weavr

Digital innovators of all kinds need to create, deploy and integrate frictionless payment flows in their products, applications and systems.

Today, there are ever more payment networks and systems to choose from or to support, and payment infrastructure has never been so open and API-enabled as it is today. However, the security and compliance burden has also increased, as has the complexity that comes with most power, choice and responsibility.

Weavr addresses these challenges in practical ways, simplifying how digital payments are purchased, delivered and consumed. With Weavr, building complex payment flows seems unreasonably simple. There’s no catch - Weavr is based on the results of an ambitious EU-Horizon 2020 funded research project that set to develop engineering solutions to the difficult problems of guaranteeing security and compliance while providing maximum openness and power to developers, and to simplify the creation of complex payment logic through model-driven engineering techniques.

Founded in 2019

Co-workers 100+

London, England

Client Operations Team Lead

Join us in the start of an exciting journey!

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