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About the Role

This role sits at the heart of one of Chip's most significant product launches. As we bring our SIPP pension to market, we're looking for a Team Lead who can help shape what great customer support looks like from day one, and grow with the proposition as it evolves. As Chip's proposition matures, our ambition is to move toward more personalised, regulated support for customers, and this individual is likely to play a leading role in shaping how CS delivers that. If you're motivated by helping build something, not just running it, this is the right opportunity. You'll be part of a broader CS team, leading on Pensions while contributing to the wider range of customer queries and subjects across Chip's product suite. You'll report to the Customer Service Manager and work closely with colleagues across CS leadership to ensure consistency in standards, process, and direction.

Responsibilities

Be the go-to person within CS for all things pension and SIPP — building and maintaining internal knowledge, guidance, and processes as the product evolves
Serve as the primary CS liaison with the Product team — translating customer insight into actionable feedback, flagging friction points, and contributing to the pension customer experience roadmap
Stay informed of regulatory developments relevant to SIPP and pension products and ensure the team is always up to speed
Play an active role in how Chip develops more personalised, regulated support for customers over time
Provide day-to-day line management of a broader CS team with a Pensions specialism — setting the standard, driving performance, and developing people
Conduct 1-2-1s, probation reviews, personal OKRs, and performance management
Handle difficult conversations and hold people accountable with fairness and consistency
Create an environment where people are motivated, supported, and clear on what good looks like
Represent Customer Support in the Pensions work stream — addressing SLAs, KPIs, blockers, and solutions
Manage rota, leave, sickness cover, and OOH planning — always with a risk-based eye on customer impact
Support the team with complex pension enquiries and act as the escalation point when it matters
Use data to understand performance, spot trends, and drive continuous improvement
Ensure full compliance with FCA regulatory requirements across every customer interaction

Requirements

Experience managing customer support teams within an FCA-regulated financial services environment, pensions, investments, mortgages, financial advice, or similar
Solid grasp of the compliance obligations that come with supporting customers on regulated products
Natural subject matter expert, someone who builds knowledge, shares it well, and uses it to influence across teams
People-first leader with a genuine track record of developing and getting the best out of a team
Operationally sharp, comfortable with data, SLAs, and the day-to-day reality of running a busy CS function
Motivated by helping build and shape, not just maintain
Direct SIPP or pension product experience (Desirable)
Experience in or adjacent to environments moving toward more personalised, regulated customer support (Desirable)
Empathy, self-awareness, sound judgement, resilience and a collaborative mindset
Ability to be good to work with, especially when things get hard

Skills

Customer Support Management
FCA Regulation
Pensions
Investments
Financial Advice
Compliance
Subject Matter Expertise
Team Leadership
Performance Management
Operational Management
Data Analysis
SIPP Product Knowledge

Location

Work Type

Flexible working arrangements

Experience Level

Team Lead
Management experience

Salary/Compensations

£45,000 per annum
Discretionary Performance-Related Annual Bonus of up to 10% (Cash) and 5% (Shares) based on your gross annual salary.

Benefits

Workplace pension scheme - contributing 5% on earnings up to £45,000
Private medical insurance (medical history disregarded)
Employee Assistance Programme
Cycle to work scheme
Season ticket loan
Free ChipX subscription for UK-based employees
28 days holiday plus bank holidays, plus the days between Christmas and New Year
Annual training budget for courses, workshops, or conferences
£30 per month Chip Fitness Benefit
Company laptop

About the Company

Chip's mission is to make your life wealthy
We're building the wealth super app of the future. An app to build your long-term wealth across savings, investments and pensions.
We use technology to break down barriers so users can invest like the ultra-wealthy, giving them one simple place to manage, grow and protect their wealth.
The Sunday Times listed Chip as the 6th fastest growing tech company in Britain… and we're not slowing down.
Chip serves over 400,000 active customers and looks after over £6billion in assets.
Chip is one of the most crowd-funded businesses in Europe, having raised over £50m from 29,000 investors, over 9 years.
To be the most personal digital wealth manager in the UK
Chip has a creative and diverse team of 180, from all different backgrounds and industries.
We have a few awards under our belt, including Best Personal Finance App at the 2022, 2024 & 2025 British Bank Awards.
Our Values: Be ACCOUNTABLE, Be BOLD, Be COLLABORATIVE

Equal Opportunity

We are an equal-opportunity employer and value diversity
We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and home life. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.