--- title: 'Support Team Leader at Moneybox' canonical: 'https://feeny.ai/job/support-team-leader-moneybox-62g3qj7h9h6w' type: 'job' last_seen: '2026-09-12' --- # Support Team Leader at Moneybox - **Company:** Moneybox - **Employment:** full-time - **Work type:** hybrid - **Posted:** 2026-08-19 - **Last confirmed live:** 2026-09-12 - **Apply:** https://jobs.lever.co/moneyboxapp/4908e356-363c-40da-b646-3678bf658256 ## Job description ## About Moneybox At Moneybox, our mission is to give everyone the means to get more out of life. We're guided by our belief that wealth isn't about the money, it's about the means to more - more freedom, opportunities, possibilities, and peace of mind. Moneybox is an award-winning wealth management platform, helping over one and a half million people build wealth throughout their lives, whether they’re saving and investing, buying their first home, or planning for retirement. The Support Team Leader  will provide line management, professional guidance and support to a small group of executives in the team along with a focus on the daily management of tasks. You will be the line manager for your team and your main responsibilities will be the daily tasks, your team’s well-being and individual goals, and working with the wider team on improvements that can be made in processes and customer interactions. As a Team Leader, you will act as a coach and conduct performance reviews along with weekly 1-1’s with Support Team Executives, focusing on improving their skills and overall performance. You will have the necessary knowledge to answer and triage all queries in the general queue of queries. You will also be able to step in and help out wherever needed and act as a duty coordinator on a daily basis with the support of other Team Leaders. You will work closely with all other Team Leaders across teams in order to ensure that resources are fairly distributed for the best customer outcome that day. Additionally, the Team Leader role will require you to be in the loop with all company changes, roadmaps and the delivery of targets and goals in the relevant mission teams. Further to this, you will work closely with the Support Team Lead, Managers and other Team Leaders to provide structure and guidance to develop and maintain a high-performing team. ## What you'll do - Working closely with the Lead, Managers and other Team Leaders with supporting the team daily, this role will be responsible for but not limited to the following: Team management: - Organise weekly 1-1’s with team members to discuss their progression and development according to current performance metrics - Monitor customer interactions with team members via Intercom and phone calls and generate reports for the Compliance team - Run coaching sessions with your team on best practices and customer service Daily management: - Conduct daily morning huddles - Focus on queue management and delegate tasks across the team appropriately as Duty Coordinator - Maintain professionalism “on the floor” and encourage team members to be focused and motivated - Act as the initial point of escalation and follow up on this accordingly - Continue to interact with current and potential customers through Intercom to address any queries they have Expert knowledge: - Understand where any niche issues and complaints should be escalated to and own the issue - Identify issues from common customer queries and notice when things don't look right and make plans for improvements. - Provide assistance across all areas of Support when needed (training, content, intercom, calls etc.) Improvements: - Assist the team lead in the development and implementation of progression frameworks for the Support Team - Proactively look for ways to improve current processes and help to create or improve best practice guides Working days - Five days per week, including weekend days in a rotational system. - Shifts are 9 am – 5:30 pm. Additional overtime hours are also available. - This role can be fully remote within the UK or hybrid (2 days in the London office per week) ## Who you are - You’re a natural people person, eager to lead a team and support them in reaching their full potential - You work to encourage and promote diversity within the team and provide an open and transparent environment - You’re an enthusiastic, positive and proactive leader and you come at every challenge with an open-mind - You’re a sharp organiser with the ability to see the big picture while managing the day to day workflow who can balance this while looking out for the best interests of the customer and team - You’re communicative and able to argue for your ideas appropriately and professionally - You value constructive feedback and is able to see it as a chance for improvement to better your skills - You’re a confident and friendly individual who has experience as a leader, able to clearly explain to customers what is needed of them, whilst providing a great Moneybox service - You’re a mature, ambitious individual who’s looking to build their career at an exciting very fast-growing company ## Experience and skills - Great written and verbal communication skills - Strong analytical and problem-solving skills - Ability to understand complex processes and able to explain them clearly to customers and team members - Meticulous attention to detail - Great time management skills - Relevant experience in a similar role - Minimum 1+ years of experience in a similar role ## What's in it for you - Opportunity to join a fast growing, award winning and ambitious startup - A friendly team of highly motivated individuals - An environment where you are listened to and can have real impact - Thriving collaborative and inclusive company culture - Competitive remuneration package - Opportunity to attend industry conferences and events - Gympass subscription - Private medical insurance - Personal L&D allowance - 25 days holiday plus bank holidays Our Commitment to DE&I: At Moneybox, we promote, support and celebrate inclusion, diversity and equity for all, so that everyone can bring their full selves to work. We believe that diversity drives innovation, and that if our team is representative of our community of customers, we can better support their needs. To ensure our recruitment processes provide an equal opportunity for all applicants to succeed, we encourage you to let us know if there are any adjustments that we can make. We are open-minded and always willing to go the extra mile to ensure all applicants can present their full self and potential Working Policy: We have a hybrid policy that includes 2 days from our London office and 3 from home. If the role states it is either hybrid or remote candidates must be based within the UK. Visa Sponsorship: At this time we cannot offer visa sponsorship for this role and we cannot consider overseas applications. Please read before you apply! Please note if offered a position, the offer is conditional and subject to the receipt of satisfactory pre-employment checks which we will conduct such as criminal record and adverse credit history checks. As a regulated financial business, an adverse financial history could impact your suitability for the role. If you are aware of anything that could affect your suitability for the role, please let us know in advance. By sending us your application you acknowledge and agree to Moneybox using your personal data as described below. We collect applicants’ personal data to manage our recruitment related activities. Consequently, we may use your personal data to evaluate your application, to select and shortlist applicants, to set up and conduct interviews and tests, to evaluate and assess the results, and as is otherwise needed in the recruitment process generally.We do not share your personal data with unauthorised third parties. However, we may, if necessary, share your personal data to carefully selected third parties acting on our behalf. This may include transfers to servers and databases outside the country where you provided us with your personal data. Such transfers may include for example transfers and/or disclosures outside the European Economic Area and in the United States of America. If you are unsuccessful in your application, we may keep your details on file so that we can tell you about other suitable vacancies which may be of interest to you when they arise in the future. If you would like to reach us then please email: talent@moneybox.com If you would rather we did not keep your details on file, you can contact us at: DPO@moneyboxapp.com ## About Moneybox ## Company Overview - **One-liner**: Moneybox is an award-winning UK wealth management platform that combines saving, investing, home-buying, and retirement services into one simple app. - **Entity Type**: Private (profitable since 2023, no public funding round disclosed in recent reports) - **Headquarters**: London, UK - **Founded**: 2015 (company founded in May 2015; app launched in 2016) - **Founders**: Charlie Mortimer and Ben Stanway ## Core Business - **Industry**: Fintech – Wealth management, digital savings and investments, mortgage advice, pension consolidation. - **Target Customers**: B2C – UK-based individuals ranging from first-time home buyers to retirement savers; includes savers, investors, and those consolidating pensions. - **Mission / Purpose**: “To empower customers to build wealth so they can create the life they want.” ## Products & Services - **[Moneybox App](https://www.moneyboxapp.com/)**: All-in-one mobile platform offering Cash ISA, Stocks & Shares ISA, Lifetime ISA (LISA), Junior ISA, general investment accounts, pension consolidation, and mortgage advice. Includes features like round‑ups, regular investing, and in‑app personalisation. - **[Simple Saver Reward](https://support.moneyboxapp.com/about-us)**: High‑interest savings account exclusive to existing customers, launched in 2024. - **Pension Finder**: Free tool that helps customers locate lost pension pots – over £600m reunited as of 2024. - **Mortgage Advice**: Provided through Moneybox Mortgages Limited, an appointed representative of Mortgage Advice Bureau Limited. ## Market Standing - **Valuation / Market Cap**: Not publicly disclosed. - **Key Metric**: Annual Revenue £93.8m (FY2024, +68% YoY); Assets Under Administration (AUA) £11.7bn (+117% YoY); Customer base 1.3m (+41% YoY). - **Notable Investors / Partners**: Not publicly listed in provided materials; regulated by the Financial Conduct Authority (FCA) as an enhanced firm under the Senior Managers & Certification Regime. - **Growth Signals**: Profitable since 2023, with Profit Before Tax of £19.7m in 2024 (+23% YoY). Headcount grew from 333 to 412 in 2024 (+24%). Completed migration to next‑generation cloud infrastructure in September 2024. Named a Which? Best Buy in Savings (2024) and maintains an ‘Excellent’ Trustpilot score of 4.4 and app store rating of 4.8. ## Competitive Advantages - **Vertically integrated proprietary tech platform** (in‑house “Sycamore” platform migrated from third‑party in 2020) enabling rapid product expansion and cost efficiencies. - **Market‑leading Lifetime ISA** – over 120,000 first homes purchased through Moneybox LISA. - **High customer retention** (exceeds 94%) and deep customer relationships (AUA per customer up 53% to £9,002 in 2024). - **First investment platform** in the UK to offer a pension via a mobile app (2019). - **Carbon‑neutral business** for 5 consecutive years and first fintech signatory of the UN Climate Neutral Now Initiative; 40% of fund range is ESG‑focused. ## Strategic Focus - **Personalisation**: Rolled out initial stages of in‑app personalisation and a high‑interest savings product (Simple Saver Reward) to deepen engagement. - **Product expansion**: Continuing to broaden the product suite to cover the full wealth‑building lifecycle, with strong investment in development, operations, and central teams. - **Regulatory leadership**: Collaborating with HM Treasury, FCA, and the wider industry to improve financial guidance and access. - **Efficiency & scale**: Leveraging the proprietary platform to drive cost efficiencies while maintaining strong revenue growth and profitability. ## Why Work Here - **Culture & growth**: Consistently one of the fastest‑growing UK tech companies, with a mission‑driven focus on financial inclusion and customer outcomes. - **Work environment**: Hybrid model with a central London office (Suite 1.07, 1‑2 Hatfields). The 2024 annual report highlights continued hiring across development, operations, and central services. - **Tech & innovation**: Engineers work on a modern cloud‑native infrastructure (migrated 2024) and a proprietary wealth platform. Use of AI in the hiring process to reduce bias, though final decisions remain human. - **Impact**: Directly helping customers save, buy homes, and plan retirement – tangible societal impact. Carbon‑neutral and ESG‑conscious operations. - **Benefits**: Not fully detailed in published materials, but “award‑winning customer support” and high Trustpilot/app store ratings reflect a customer‑centric culture that likely translates to employee experience. ## Sources 1. [moneyboxapp.com](https://www.moneyboxapp.com/) 2. [support.moneyboxapp.com – About Us](https://support.moneyboxapp.com/about-us) 3. [jobs.lever.co/moneyboxapp – Careers](https://jobs.lever.co/moneyboxapp) 4. [support.moneyboxapp.com – Annual Report 2024 (PDF)](https://support.moneyboxapp.com/docs/Moneybox-Annual-Report-2024.pdf) ## Other roles at Moneybox - [Head of AI Platforms & Deployment](https://feeny.ai/job/head-of-ai-platforms-deployment-moneybox-london-e0hz64yp9yqm) — London, United Kingdom - [Senior AI Deployment Engineer](https://feeny.ai/job/senior-ai-deployment-engineer-moneybox-london-6ahwfg6376w8) — London, United Kingdom - [Senior Paid Marketing Manager, Paid Social](https://feeny.ai/job/senior-paid-marketing-manager-paid-social-moneybox-london-rvha6ebrr5xr) — London, United Kingdom - [Senior Paid Marketing Manager, Google Ads & Organic Search](https://feeny.ai/job/senior-paid-marketing-manager-google-ads-organic-search-moneybox-london-4nc5p9352s5q) — London, United Kingdom - [Social Media Lead](https://feeny.ai/job/social-media-lead-moneybox-london-t94564sfbqvw) — London, United Kingdom - [Lead Business Analyst](https://feeny.ai/job/lead-business-analyst-moneybox-london-g1fbtrr0d3nj) — London, United Kingdom - [Head of Customer Support & Care](https://feeny.ai/job/head-of-customer-support-care-moneybox-london-2nmcm14d6ng4) — London, United Kingdom - [Customer Operations Team Leader (18-month FTC)](https://feeny.ai/job/customer-operations-team-leader-18-month-ftc-moneybox-london-88d603cagvdq) — London, United Kingdom - [Business Development Executive (6-month FTC)](https://feeny.ai/job/business-development-executive-6-month-ftc-moneybox-bkybgf5ekbjh) - [Pension Transfers Team Leader (6-month FTC)](https://feeny.ai/job/pension-transfers-team-leader-6-month-ftc-moneybox-k7cr936ytnk6)