Job description

Envision Employment Solutions is currently looking for a Customer Care Manager for one of our partners, a leading Digital Bank!
THE ROLE You run the front line.
When a customer messages or calls the digital bank, the team you lead is who answers, and whether their problem is solved in one contact or handed cleanly to a specialist comes down to how well you have built and coached that team.
In a bank people are meant to belong to, you are the human proof that the digital bank is there when it matters.
WHAT YOU’LL DO Run daily support operations across chat and phone, with real time queue monitoring and shift coverage that holds through peaks, incidents, outages and campaigns Lead the customer support analysts to hit service levels, quality standards and first contact resolution, coaching them through regular QA sampling and structured feedback Hold every interaction to the SOPs and the knowledge base, and make sure cases needing investigation are logged and routed correctly Track open cases, aged tickets, handoffs and follow up until each one is closed, so nothing ever goes quiet on a customer Escalate fraud, payments, complaints, vulnerable customer and high risk cases cleanly to the right specialists, from the Complaints Handling Unit to the anti fraud risk unit and Compliance Build the training material and the coaching that lifts customer satisfaction and first contact resolution as the team scales WHAT WE’RE LOOKING FOR 5 to 7 years in customer support, including leading or supervising a team, in a regulated financial services or fintech environment A track record lifting customer satisfaction, first contact resolution and service levels across chat and phone using CRM and support tooling The judgement to know which cases resolve at first contact and which must go to a specialist A structured approach to QA sampling, coaching and building knowledge bases and standard operating procedures Exposure to financial crime, payment disputes or complaint handling workflows is valuable, not essential YOU’LL THRIVE HERE IF YOU You believe a customer’s problem solved in one contact is worth more than ten polished replies You’d rather fix the reason cases escalate than clear the queue and move on You coach in the moment, because the team is only as good as its last hard call You want to build the front line a bank is judged by