Customer support lead

Customer support lead

This is a hybrid role to be based in our Edinburgh office.

About us 

Seccl is the Octopus-owned embedded investment platform that’s on a mission to helping more people to invest – and invest well.  

We’re B-Corp certified with an amazing product-market fit, impressive early traction and the potential to transform an outdated industry, for the better. We've been growing fast and will scale even faster over the next few years. 

We’re also proud to be part of Octopus, the £multi billion group that's on a mission to breathe new life into broken industries, through companies like Octopus Energy, Octopus Investments and Octopus Money.   

Check out the Seccl website for the latest on our products and our mission to shape the future of investments. 

The role 

We’re looking for an experienced Customer support leader with the vision and capabilities to drive a strategic shift in our B2B service model, focusing on delivering outcome-based results rather than tactical solutions. You will play a pivotal role in both  supporting your team in day-to-day operations and delivering an excellent customer experience.  

This role is designed for a data-driven, analytical professional guiding our team to higher levels of operational excellence and customer impact. 

Working closely with cross-functional teams, you’ll be responsible for crafting and executing a forward-thinking customer support strategy, embedding data insights and customer outcomes at the core of our service. Your work will go beyond daily management, transforming our approach to client support with a focus on scalable, sustainable results that enhance our customer experience and drive business growth. 

In this senior position, you will collaborate directly with the Head of operations and servicing, and Head of customer, to achieve strategic goals, support issue resolution, and contribute insights that inform future objectives. As a key leader in our team, you will be instrumental in shaping our customer service strategy, ensuring we exceed industry standards.  The role is for a customer specialist who is passionate about providing exceptional service and has the technical expertise and experience to thrive in a face paced environment.  

On a typical day you will…  

• Organise and own end-to-end customer outcomes of your team so service targets are met, and industry standards exceeded. You’ll be on hand to support your team and colleagues, acting as a subject matter expert for complex queries  

• Continuously review and refine our operational workflows, implementing process improvements that help to boost our efficiency and keep our customers satisfied. Shift our team's mindset from reactive support to proactive, outcome-oriented solutions that align with customer business goals  

• Own and enhance our customer communication approach, adapting strategies to meet the diverse needs of our B2B customer base  

• Use your industry and process expertise, to own current process and controls; ensuring they are delivered in line with expectations, documented and continuously updated and improved   

• Develop advanced reports to track key performance indicators and uncover trends within customer data. Leverage insights to inform continuous improvement initiatives and drive strategic, data-led decision-making  

• Be the point of escalation for all customer issues, collaborating with our Operations, Product and Engineering teams to investigate and resolve them in a timely manner. Present key insights, trends, and recommendations to senior stakeholders, influencing the strategic direction of customer support initiatives. 

This role’s for you if you have…  

• Extensive leadership experience: Demonstrated ability to lead strategic change within Customer Support, ideally in a B2B environment, with a track record of implementing outcome-driven frameworks 

• Industry knowledge: In-depth understanding of the advice and/or fintech market, including experience with SIPP, ISA, and GIA product wrappers

• Technical expertise: Strong knowledge of APIs and a keen interest in operating within a tech-focused environment

• People leadership: Proven experience in building and leading high-performing teams, with a hands-on approach to supporting team support

• Communication skills: Strong verbal and written communication skills, with the ability to adapt to diverse customer and colleague needs

• Analytical ability:  Skilled in data interpretation, with a strong capacity to use insights for driving service improvements and presenting findings to influence strategic decisions.

• Problem-solving skills: Are a hands-on, problem solver who can think outside the box and challenge the status quo to fix tactical issues while also delivering wider daily team outcomes

• Stakeholder engagement: Experienced in presenting insights and recommendations to senior stakeholders, contributing to strategic decision-making. 
   

This role isn’t for you if... 

• You rely on a lot of top-down direction. Here, you’ll have a lot of freedom and ownership of your role, and you’ll be expected to shape your own progression 

• You’re not comfortable working in a fast-paced environment. Our speed and scalability are what set us apart; you need to be able to act quickly and think on your feet 

• You struggle to follow through on ideas. We value people who do what they say they will. If you care about something, you have the freedom here to make it happen 

• You don’t like change. You’ll get on great here if you relish the ambiguity of rapid growth and are willing to embrace uncertainty 

What’s in it for you… 

We offer a generous mix of benefits for the things that really matter to our people, including: 

💰A salary between £50,000 and £70,000 – dependant on experience + reviewed annually 

🌴 27 days holiday + bank holidays (some can be flexible) + day off on your birthday + three days (full time) per year for Dependant leave 

💙 Two volunteering days per year  

🏅 Length of service award – one month paid sabbatical at eight years 

✅ 6% employer pension contribution, and life assurance 

🏥 Private medical insurance with AXA Health 

👪 Enhanced Parental leave 

💻 MacBook and up to £500 home office set up budget 

📖 £750 per person learning budget 

🌎 Option to work abroad for up to six weeks a year 

🌻 Health and wellbeing initiatives including free therapy via Wellness Cloud, mental health support via Headspace 

🌱 Strong financial wellbeing focus including access to Octopus Money, Octopus Share Incentive Plan and will writing offering via Octopus Legacy  

🎁 Perkbox – Flexi-points giving you a range of discounts and perks including free weekly coffee, gym and retail discounts 

🚲 Access to initiatives like Cycle to Work and Octopus Electric Vehicle Leasing 

Our culture  

We're proud to put people first, creating a culture where we truly listen to what matters most to them. Our transparent and inclusive environment encourages diversity of thought, challenge and experimentation.  

Check out our Glassdoor page for the latest reviews or our LinkedIn for company updates and insights from the team. 

Interview process 

Interviewing is a two-way thing, and we want you to have the time and opportunity to get to know us, as much as we are getting to know you. Our interviews are conversational, so come with questions and be curious. In general, you can expect the interview process to look a bit like this: 

• First stage – 45 mins competencies-based interview with the hiring manager 

• Second stage – one-hour technical interview or assessment 

• Final stage – 45 mins bar-raiser culture-based interview 

⏳ We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out and you should expect to hear back from us within one to two weeks of applying. 

🌈 Our aim is to build a diverse and inclusive company of awesome people, with unique skills, passions and experiences. All applicants will be considered for employment without attention.

If this sounds like your kind of thing, we encourage you to apply even if you don’t tick every box. We’d love to hear from you!