We're Osome - an international fintech startup making the lives of entrepreneurs easier. We help thousands of businesses kick admin, accounting and bookkeeping out of their day-to-day, so they can spend more time on what's important to them. We've developed a unique solution that combines SaaS with a human-in-the-loop approach to provide full-fledged services in real-time.

We're experiencing tremendous growth in both clients and team members. We have over 500 people in our global offices 🌎. We're looking for more bright minds who'd love to change the world by solving complex problems.

Role Summary

We’re seeking a hands-on Client Experience Market Lead to manage and expand our client support operations in the UK. In this role, you’ll lead a frontline team, ensuring high-quality service delivery, team performance, and continuous process improvements.

You’ll work closely with our regional and global CX teams to translate company priorities into day-to-day execution, while also coaching your team to meet performance standards and deliver a great client experience consistently.

This is an excellent opportunity for someone with team leadership experience in a support or operations environment who’s ready to take ownership of a local market and play a key role in shaping how we serve our clients.

What you'll do:

⭐ Client Experience & Operations

• Manage ticket workflows, shift planning, and system usage
• Oversee daily CX operations to ensure consistent and timely support
• Monitor team productivity and help remove blockers that impact service

⭐ Team Leadership & Coaching

• Conduct bi-weekly 1:1s with team members to support growth and alignment
• Recognise top performance and proactively address performance gaps
• Build a healthy team culture focused on results, accountability, and support

⭐ Reporting & Metrics

• Track and manage performance against KPIs such as FRT and CSAT
• Work with CX Ops to ensure reporting tools and scorecards are in place
• Share operational insights to support bonus cycles and strategic planning

⭐ Escalation Handling

• Act as the first point of contact for client escalations or difficult cases
• Partner with other departments to resolve root causes
• Coach agents through challenging situations

⭐ Recruitment & Onboarding

• Participate in hiring, interviews, and assessments
• Support onboarding through mentoring and ramp-up planning

⭐ Knowledge & Process Improvement

• Ensure the team uses up-to-date knowledge base resources and templates
• Surface documentation or process gaps and collaborate on updates

⭐ CX Intelligence & Feedback Loop

• Identify recurring customer issues and inefficiencies
• Share insights with Product, Sales, Ops, and CX leadership to influence improvements

Who you are:

⭐ You have 3–5 years of experience in CX, customer support, or operations leadership

⭐ You’re confident managing daily operations, leading a team, and driving service outcomes

⭐ You coach through clarity and feedback, and believe in building accountability

⭐ You’re organised, data-aware, and make decisions using performance metrics

⭐ You collaborate well with cross-functional teams and communicate clearly

⭐ You’re comfortable with change and take initiative to improve systems and processes
 

Our Benefits 🙌

Osome grows alongside you, but we already have a few perks:

⭐ Competitive salary

⭐ Multi-cultural environment to enhance your global perspective.

⭐ Learning opportunities and mentorship from peers and leaders, including a yearly continuous professional development budget

⭐ Mental Health Leaves

⭐ Flexible working arrangement; Hybrid working arrangement

Equal Opportunity Statement

At OSOME, creating a culture where individuals of all backgrounds feel comfortable really matters.

Everyone who applies will receive fair consideration for employment. We do not discriminate based upon race, colour, religion, sex, sexual orientation, age, marital status, gender identity, national origin, disability, or any other applicable legally protected characteristics in the location in which the candidate is applying. We want to ensure that we represent the diversity of talent in the society we live in today.

If you have any accessibility requirements that would make you more comfortable during the application and interview process, please let us know so that we can support you.