Customer Service Team Lead

Freetrade

Customer Service Team Lead at Freetrade, managing customer support teams in London and Budapest. Driving a customer-first culture and improving service quality by coaching and leading teams.

Posted 7/8/2026full-timeLondon • 🇬🇧 United KingdomSeniorWebsite

About the role

Key responsibilities & impact

Champion a customer-first mindset across the team
Use customer insight to improve service quality
Coach agents to deliver high-quality support
Lead by example in fostering a culture of ownership
Oversee and coordinate day-to-day customer service workflows
Monitor team performance and identify risks
Balance team capacity through effective management
Partner with department manager to align priorities
Drive continuous improvements to workflows and processes

Requirements

What you’ll need

Experience leading teams in a customer-focused environment
Strong judgement and ownership
Continuous improvement mindset
Experience in operations within a regulated environment, financial services experience would be a plus
Leadership or people management experience

Benefits

Comp & perks

Hybrid working culture
Regular team meetings in person
Equal Opportunity employer committed to a diverse team

ATS Keywords

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Soft Skills

Strong JudgementOwnership