Customer Service Team Lead

About Freetrade

Freetrade aims to become the preferred platform for investing by simplifying and reducing the cost of investment, thereby enabling millions to better grow their savings. Having recently joined the IG Group as an independent entity, Freetrade is accelerating product innovation with new offerings like mutual funds, bonds, and family investment tools. They are also investigating the use of artificial intelligence to enhance customer experience.

Role Summary

The Customer Service Team Lead will be responsible for guiding and managing a dedicated team operating from London and Budapest. This leadership role focuses on managing daily workflows and team capacity, fostering a culture of high performance and customer obsession, and continuously improving service delivery.

Key Responsibilities

• Instill a customer-centric approach, ensuring decisions prioritize customer experience.
• Engage with customers using multiple channels including email, in-app chat, and evolving support methods such as phone.
• Analyze customer insights, performance data, and frontline feedback to enhance service quality, speed, and consistency.
• Coach team members to provide clear, empathetic, and high-quality support, highlighting their impact on customer experiences.
• Demonstrate leadership through ownership, accountability, and continuous process improvement.
• Manage daily workflows to optimize prioritization and task distribution.
• Serve as first escalation point for operational and team inquiries and lead resolution of complex customer escalations balancing customer satisfaction and business requirements.
• Monitor team performance metrics, anticipate risks, and address potential challenges promptly.
• Manage team capacity via effective scheduling, including holiday and sickness management.
• Collaborate with department management to align priorities, eliminate obstacles, and share best practices.
• Continuously improve workflows and processes to enrich both customer and agent experience.
• Promote a supportive, collaborative, and high-achieving team culture across locations.
• Maintain consistent and transparent communication between the team and leadership.
• Regularly visit the Budapest office approximately every one or two months.

Candidate Profile

• Passionate about customer service excellence and enhancing empathy, consistency, and quality of support.
• Experienced in leading customer-focused teams and coaching staff for superior outcomes.
• Exhibits sound judgment and accountability, confidently balancing customer needs with team capabilities and operational risks.
• Committed to continuous improvement with curiosity about optimizing processes, tools, and workplace behaviors.
• Background in regulated and high-quality operational environments; financial services experience is advantageous.
• Proven leadership and people management skills, adept at coaching and nurturing team development.
• Highly organized with excellent communication and stakeholder management abilities.
• Proactive with strong decision-making, prioritization, and improvement-driving skills.

Work Culture and Process

The organization promotes a hybrid structure with in-person collaboration in central London and Budapest on Mondays, Tuesdays, and Thursdays. Wednesdays and Fridays are reserved for concentrated work at home, with flexibility for caregiving or personal needs. The company is committed to equal opportunity and diversity, welcoming applicants from all backgrounds.

Additional Information

• Interview process includes an initial talent partner screening, followed by leadership and operations interview, and a final on-site values interview.
• Agency resumes are not being accepted.
• Compensation ranges between £48,000 and £65,000 annually.

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