Company DescriptionWe’re Checkout.
You might not know our name, but companies like eBay, Spotify, Klarna, Uber, and Sony do, because we’re behind many of the digital experiences you use every day.
We are where the world checks out, enabling over 10 billion transactions yearly for more than one billion global shoppers.
Whether you want to book a holiday, order food, renew a subscription, or check out online, there’s a good chance our tech powers the payments behind the scenes.
Our platform helps the most ambitious businesses deliver effortless digital experiences, at scale.
If you want to do career-defining work, you’ve come to the right place.
We move fast, think globally, and believe great teams are built by hiring exceptional people with conviction, curiosity, and the desire to make an impact.
With 20 offices across six continents and London as our HQ, we’re shaping the future of fintech – and we’re just getting started.
As the Manager, Customer Support at Checkout.
com you will be responsible for leading our customer support function.
This is a critical, high-impact role blending policy and procedure definition with operational leadership.
You will lead, and scale a high-performing team across Frontline, Second Line, Complaints, Vulnerable Customers and Disputes and be responsible for the customer experience.
If you are an experienced leader who thrives on building, scaling, and leading regulated operations, this role is for you.
Core ResponsibilitiesDesign and own the end-to-end servicing model - channels, hours, staffing model (in-house, BPO or hybrid), and service-level performance.
Establish the Management Information suite that evidences performance to internal stakeholders and regulators.
Design and own the complaints policy, procedures and operating model in line with DISP.
Build the root-cause reporting, Board-pack Management Information and Consumer Duty outcome monitoring required to evidence good customer outcomes.
Design and embed the vulnerable custo.