Customer Success Team Lead

Acre is rebuilding the UK’s £1.4 trillion mortgage market from the ground up, with a completely new, end-to-end management system for mortgages.

Our platform cuts out the unnecessary admin, pain and friction from buying a home. We're covering the entire journey, from figuring out what you can borrow, to getting your keys. We're guided both by the voice of real home buyers and by our close relationships with brokers, lenders and insurers.

The start of 2026 has already been exciting, as Acre is now part of The ClearScore Group. This partnership strengthens our ability to innovate and  deliver the best mortgage and protection platform.

• Leading and developing a team of Customer Success Associates through effective 1-2-1s, coaching, performance management, development conversations, and team meetings
• Acting as an escalation point for complex or high impact cases and clients, ensuring customers receive timely, high-quality outcomes
• Ensuring we meet our core customer experience metrics (e.g., CSAT, response/resolution times, SLA adherence) and driving continuous improvement
• Building a deep understanding of our users and product, turning insights into scalable improvements in process, tooling, and knowledge
• Working closely with the Head of Customer Experience, engage with internal teams to prioritise and deliver improvements to the product and customer overall customer experience
• Improving troubleshooting capability across the team via defined processes, runbooks, training, and collaboration with product teams
• Ensuring we deliver high-quality training so customers get maximum value from the Acre platform
• Helping the team produce clear, simple customer-facing and internal content (e.g., release notes, help articles, training materials)

• Enthusiastic about stepping into a leadership role to mentor, guide, and motivate the team in a fast-paced setting
• Comfortable with a wide variety of technologies and using them to maximise team productive
• Strong analytical mindset: able to use data to diagnose issues, prioritise work, and measure impact
  • Always looking to improve processes and outcomes.
• Excellent at communicating with a customer focused attitude, both with our customers and internal teams
• Hands-on, proactive, and able to thrive in ambiguity while driving clarity for others
• Willing to roll up your sleeves and get stuck in to help the team when needed
• Highly self-motivated and able to work independently
• Have a strong attention to detail and goes above expectations
• A resourceful, quick, sharp and creative problem solver
• Passionate about people and making customers happy
• Availability to work the occasional Saturday.

We embrace a dynamic hybrid work environment that balances flexibility with collaborative in-person experiences. Our approach is designed to foster innovation, team connection, and individual productivity.

• Levels 1-5: Minimum 2 days per week in-office
• Level 6 and above: Minimum 3 days per week in-office

We believe this structure offers the best of both worlds - the flexibility of remote work and the synergy of face-to-face collaboration. Our office days are carefully coordinated to maximise team interactions and learning/ mentorship opportunities.

We’re looking for people that will get stuck in and make a difference. We have a great collaborative, entrepreneurial team that are passionate about what they do. If you want to join a team that is tackling a big problem space, then we’d love to hear from you.

We’re eager to receive applications from all backgrounds, including from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds. If there’s anything we can do to accommodate your specific situation, please let us know.