Top Tech Jobs & Startup Jobs in London

Own quality assurance for human and AI-assisted customer support, complaints, and outsourced teams. Review AI Agent conversations as a human-in-the-loop evaluator, identify performance and compliance trends, provide actionable feedback, improve QA frameworks, and present insights to leadership. Collaborate with customer support, learning and development, product, and AI governance teams to improve training, calibration, risk management, customer outcomes, and regulatory compliance.

Manage customer complaints from receipt through resolution in a regulated fintech environment. Investigate concerns, assess customer impact, determine fair remedies, and draft clear responses within regulatory deadlines. Maintain accurate records, apply FCA DISP and Consumer Duty principles, identify vulnerability and conduct risks, escalate complex cases, and support improved customer outcomes. The role requires empathy, strong communication, attention to detail, sound judgment, organization, and confidence handling financial products and multiple systems.

Own performance and scalability testing across a platform of microservices and event-driven systems. Design realistic load, stress, soak, and spike tests; define performance thresholds and SLOs; integrate tests into CI/CD; and diagnose regressions using observability data, logs, and distributed tracing. Build reusable test assets, influence architecture and delivery decisions, and drive stakeholders toward performance improvements. The role requires strong programming, microservices expertise, k6 experience, and proactive ownership.

Monitor product functionality and operational controls, investigate and help resolve issues, support customer operations, and collaborate cross-functionally. The role uses SQL for data analysis and extracts, produces dashboards and reporting, and automates or optimizes operational processes and management information.

Monitor product functionality and financial crime data, delivering SQL-based analysis, extracts, dashboards, and operational controls. Investigate issues, support customer operations, monitor internal and third-party functionality, complete recurring processes, and automate management information using SQL and Python. The role collaborates with Operations, Compliance, and product teams in a fast-growing fintech environment.

Build and execute multi-channel CRM campaigns and automated journeys in Braze across lifecycle, transactional, and regulatory communications. Own segmentation, targeting, personalization, QA, deliverability, compliance, monitoring, and testing. Improve CRM build processes through reusable components, automation, AI experimentation, and new Braze capabilities. Partner cross-functionally with Operations, Strategy, Product, Engineering, Data, Design, Content, and Compliance while supporting transactional communications migration.

Handle customer inquiries via live chat, email, and social media; troubleshoot technical issues; report bugs and UX problems; support app growth and development; prioritize tasks across shifts to deliver excellent end-to-end customer experiences.

Lead and improve day-to-day People operations across the employee lifecycle at a scaling, regulated fintech. Provide pragmatic employment law and employee relations guidance, manage complex ER cases, support onboarding, performance and compensation cycles, update policies and processes, coach People team members, partner with leadership on organisational change, and use AI/automation to increase People operational efficiency and communications.

Lead design and operation of a scalable Databricks-based data platform: build pipelines, define medallion modelling, set engineering and governance standards (Unity Catalog/PII), enable self-service, mentor engineers, and own architecture and IaC best practices to drive a data-driven fintech product.