Customer Service Lead

We’re Littlepay - a growing fintech headquartered in Melbourne with operations in the UK, EU, LATAM, USA, and more recently, Australia. Our payments platform enables our customers to pay for public transport using any payment card, mobile wallet, or wearable device. Processing over 100 million transactions in 13 countries and continuing to expand globally, we’re proud to move more people through better payment experiences.Our Littlepay values: Trust and be trustworthy Embrace challenge Solve problems, together Deliver with speed and agility Be candid and kind About the opportunityWe’re looking for a Customer Service Lead to join our Operations team.Reporting to the Global Head of Operations, the Customer Service Lead will be responsible for ensuring that service level agreements (SLAs) are met or exceeded. This involves monitoring service desk performance, analysing metrics and trends, and implementing improvements to enhance service delivery, including dealing with forecasting demand.Ideally, you’ll have: Proven experience as a Service Desk Manager or similar role Experience working in an ITIL based Environment - ITIL V3 or v4 Certified is ideal A strong customer service background Knowledge of ITSM tools eg. Zendesk, Jira, etc. Experience with leading and motivating teams, including 1:2:1s and appraisals Experience developing and continuously improving ITIL based processes. Working within a ITIL Change Management framework Strong stakeholder management skills The ability to communicate at all levels, both written and verbal Experience managing incident response and escalation Level 2 Engineer Technical Support knowledge A fintech/banking background, or a background in an MSP or high traffic environment would be advantageous.Our recruitment processIf you’ve been shortlisted for the role, you’ll first have a chat with our Talent team, who will set up an interview if the stars align. A short workplace preferences questionnaire will also be sent to help us learn more about the way you prefer to work. Following a successful first interview, you’ll meet with a second set of Littlepay folks, and be invited to participate in the final stage before being presented with an offer.If you have any questions regarding the recruitment process or if you require any accommodations for any stage in the interview process, please don’t hesitate to let us know. Additionally, if you don’t meet all of the criteria (we know that some underrepresented groups tend to avoid applying if they don’t), please still apply. We really enjoy meeting people who might bring a fresh perspective on a problem we need to solve!Ultimately, being part of our small but mighty team means you'll have the opportunity to learn about micropayments, and have a hand in the provision of services that impact millions of people. You’ll help us deliver on our revolutionary product roadmap and help scale our platform as we continue to expand across the globe.We love to look after our people. At Littlepay, you'll be part of an inclusive and diverse team that celebrates the differences and unique gifts we each bring to work.You’ll have access to: A high trust working environment, with access to cloud collaboration tools like Notion, Slack, Miro, Google Workspace, and Jira to help us work together effectively Paid professional development (including conferences, courses, learning subscriptions, etc.) Harrison Assessments - our talent management provider that facilitates continuous professional development A variety of flexible leave options (including annual, personal, volunteer, parental, grandparental, gender affirmation, and more) A company-wide paid day off Flexible (hybrid) working conditions Health insurance via our provider Vitality UK pension additional contribution split Wellbeing support- including a free School of Life subscription for all employees, and counselling via the School of Life (UK) or our EAP program (Australia) Our generous employee referral program Mid-year, quarterly, and end-of-year corporate and team events and workshops A work from home remote set up allowance Short-term remote working arrangements International travel opportunities (dependent on role) You'll be part of an inclusive and diverse team who celebrates the differences and unique gifts we each bring to work, and be able to take up the numerous other benefits that working at Littlepay affords you, including having access to the eclectic and vibrant culture that Shoreditch is known for.If this opportunity interests you, hit apply! We look forward to learning about you.Littlepay are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.
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