Operations Support Team Lead - Customer Experience

Liberis is on a mission to supercharge the power of small businesses all over the world - delivering the financial products they need to grow through a network of global partners.Before all else, Liberis is a technology company, connecting finance with small businesses. We use data to help partners understand their customers’ real time needs and tech to offer tailor-made funding and financial products. Empowering small businesses to grow and keep their independent spirit alive is central to our vision. Up to now we have funded almost 40,000 small businesses with over $1.5bn - but we believe there is much more to be done.

The Role:

As Team Leader – Operations Support, you will combine hands-on operational support with day-to-day team leadership. You’ll be responsible for delivering high-quality customer service support to provide , while also guiding and developing a small team of Operations Support Executives.

You will build the function, managing operational and administrative processes while identifying opportunities to improve efficiency, automate tasks, and enhance the overall merchant experience. Your work ensures smooth internal workflows and a friction-free experience for our merchants.

Key responsibilities:

Team Leadership

• Lead, coach, and support a team of Operations Support Executives to ensure high performance and engagement.
• Set clear priorities and manage workloads to ensure operational tasks are completed accurately and on time.
• Monitor team performance, quality, and productivity, providing feedback and support where needed.
• Act as a point of escalation for complex operational issues or investigations.
• Support onboarding and training of new team members.
• Foster a collaborative, positive team culture aligned with Liberis values.

Operational Support

• Manage a variety of operational and administrative tasks to support the Customer Operations CX team.
• Own digital customer queries end-to-end via email and live chat.
• Process payment adjustments and other operational changes with a high level of accuracy.
• Liaise with internal teams such as Sales and Treasury to resolve issues, close gaps, and maintain smooth workflows.
• Support investigations by working with data and numerical information in Excel.
• Ensure processes are followed correctly and consistently across the team.

Process Improvement

• Identify opportunities to streamline, automate, or improve operational processes.
• Implement operational improvements to increase efficiency and reduce manual effort.
• Contribute to reporting and insights that support operational decision-making.

Culture & Values

• Uphold Liberis values - Merchants Matter Most, Act Like Time is Running Out Own Every Outcome, Communicate Directly, Prove It, Empathy Always
• Encourage knowledge sharing and continuous improvement within the team.

 

What we are looking for:

• Previous experience in an customer experience or customer-facing operational role, ideally within financial services or fintech.
• Team leadership or mentoring experience, or a strong desire to step into a leadership role.
• Excellent organisational skills with the ability to prioritise multiple tasks in a fast-paced environment.
• Strong attention to detail and a proactive approach to problem-solving.
• Comfortable working with data and numerical information in Excel.
• Experience using Salesforce or similar CRM/operations systems.
• Experience using ticket management systems such a Zendesk or similar systems.
• Strong communication skills and the ability to collaborate with multiple internal teams.
• A collaborative mindset and genuine interest in helping colleagues succeed.