Customer Support Agent

Flatpay

ABOUT THE JOB Flatpay is one of Europe’s fastest-growing fintech companies and we’ve recently launched in the UK. Role Title Role: Customer Support Team Lead Location: 5 days a week – London, White City Lead and develop our UK Customer Support team as we scale – owning quality, performance, and day-to-day operations. Responsibilities * Manage day-to-day operations of the UK Customer Support function. * Coach, train, and develop agents; run regular 1:1s, side-by-sides, and quality reviews. * Own team KPIs – CSAT, response and resolution times, ticket volume. * Handle escalations and difficult customer conversations personally where needed. * Own and continuously improve the QA framework – set the standard, measure against it, close the gaps. * Manage shift coverage, holiday planning, and absence across the operating window. * Surface trends from customer interactions and feed them back to operations. * Lead onboarding for new joiners and contribute to recruitment. Skills & Attributes * Strong leadership – you take ownership, care about your colleagues and strive for excellence. * Comfortable in high-volume phone-based environments – on the queue, not just behind a dashboard. * Resilience and composure when handling difficult or escalated customer conversations. * Data-driven mindset – you track what matters and use it to coach and improve. * Organisation and time management across scheduling, 1:1s, and quality reviews. * Fluent with CS tooling – ticketing systems, CRMs, diallers, and quality frameworks. Our Values At Flatpay, how we work matters as much as what we achieve. Happy Humans – We bring energy to our work and create teams people enjoy being part of. No Assholes – We perform at a high level while treating colleagues and customers with respect. It’s Our Business, Own It – Everyone takes responsibility and manages their work like it’s their own business. Start With No – We challenge ideas, think commercially and focus on what truly creates value. Sky-High Ambitions – We set bold goals and expect people to keep raising the bar. The Best Argument Wins – Titles don’t decide outcomes. We debate openly to reach the best decisions. Background & Requirements * 2+ years directly managing a customer support, contact centre, or operations team with direct reports. * Demonstrable track record improving a team-level KPI (CSAT, response times, FCR, productivity) – be ready to talk numbers. * Direct experience handling escalations and difficult customer conversations. * Experience designing or running a QA framework, knowledge base, or training programme. * Fluent in English. * Right to work in the UK (unfortunately we can’t offer visa sponsorship right now). Nice to have * Fintech, payments, SaaS, telco, energy, or insurance background. * Experience managing or working alongside outsourced/BPO teams. * Experience with vulnerable customer handling or FCA-regulated environments. Hiring Process 1. Application Review – Our Talent Team reviews your CV to assess experience and potential fit. 2. Talent Team Call (20–30 minutes) – A conversation to understand your background and experience. 3. First stage interview - A 1:1 Microsoft Teams interview with the hiring manager. 4. Final Interview – A 1:1 In person interview with the hiring manager. 5. Offer – Successful candidates receive a fast-turnaround offer, with onboarding dates available monthly.

Duffel

The candidate must be able to work UK business hours, with some flexibility on shift patterns. We are making travel effortless. Join us. Whether it’s to visit the people closest to us, starting an exciting adventure, or a career-defining business trip, travel is an essential part of our lives. Yet we've all experienced the aches and pains of getting to our destination. Today, more than 4 billion airline passengers rely on technology that hasn't kept up with the expectations of the modern connected traveller. That’s why we’ve started to rebuild the infrastructure that underpins the travel industry. We’re on a mission to unravel travel — simplifying systems and building the tools that will make the future of travel effortless. We were part of Y Combinator S18's cohort and we are backed by Benchmark, Blossom, Index Ventures and Kima Ventures. A fantastic set of investors that has helped build some of the world's largest companies. Something to consider when reading this job advert We know people engage with job adverts differently. Some will view it as a checklist that needs to be at 100% before applying; others will see 60% as good enough. If you think you have what it takes but don't necessarily meet all the requirements on the job description, please still get in touch. We'd love to have a chat, learn more about you and see if it could be a great fit. Travel Operations at Duffel The Travel Ops team is there to handle all types of queries related to bookings - whether that's voluntary changes requested by the passenger or involuntary changes initiated from the airline's side. We work with our customers to make sure that their travellers receive great customer service. This role is more than a typical customer support job.  You may have experience of one or more of the following roles: Travel Advisor, Travel Agent, Travel Consultant, Travel Sales Consultant, Ticketing Agent, Travel Counsellor.

Duffel

Travel Operations & Training Specialist 📍 London (Hybrid – 2 days in Shoreditch) ⏰ Must be able to work UK business hours (with some flexibility on shifts) Make travel effortless with us. Travel should be exciting, not stressful. Yet over 4 billion passengers every year rely on tech that hasn’t kept up. At Duffel, we’re rebuilding the systems that power travel — simplifying workflows and building tools that make the future of travel effortless. Backed by Benchmark, Blossom, Index Ventures, and Kima Ventures, we’re growing fast — and we’re looking for people who want to make a real impact. About the role The Travel Ops team is at the heart of keeping bookings smooth. From voluntary passenger changes to airline-initiated updates, we make sure travellers get great service. You’ll train, coach, and support the team while helping to improve processes and workflows, building a Travel Operations function that scales as we grow. What you’ll be doing • Deliver in-person and virtual training sessions: onboarding, upskilling, refresher courses • Turn policies, workflows, system updates, and supplier info into clear, engaging training content • Communicate performance expectations to leadership and agents • Develop, maintain, and improve training materials for all Travel Ops processes • Support daily queue work as needed • Help hire and onboard new agents • Iterate operational processes based on data, metrics, and feedback What we’re looking for • 3+ years in airline or travel agency ticketing (exchanges, refunds, reissues, EMDs, name corrections, etc.) • Proficiency in at least one GDS (Sabre, Amadeus, or Travelport); NDC knowledge is a plus • 2+ years designing engaging training content: presentations, job aids, knowledge base materials • 2+ years facilitating training (in-person and virtual) • Strong operational process experience and ability to iterate using data • Excellent cross-cultural communication skills • Self-starter with strong prioritisation, proactivity, and ability to meet deadlines independently • Adaptable, customer-first mindset; comfortable in a fast-changing environment • Willingness to travel domestically and internationally Bonus points if you have Experience leveraging AI or automation to improve workflows Previous work in customer support or operations teams Everyone who joins Duffel owns a share of the company. Your work matters, and your voice will be heard. We’re an equal opportunities employer — we hire for skill and potential, not background. If you can solve problems, build amazing things, and care about making travel better, we want you here.