At a Glance
- Tasks: Lead and inspire a team to deliver exceptional customer support and drive process improvements.
- Company: Join Lendable, a fast-growing fintech unicorn transforming the credit landscape.
- Benefits: Flexible working, health coverage, retirement plans, and social events.
- Other info: Enjoy a vibrant culture with opportunities for personal and professional growth.
- Why this job: Make a real impact in a dynamic environment while developing your leadership skills.
- Qualifications: Experience in managing customer-facing teams and strong analytical skills.
The predicted salary is between 60000 - 75000 £ per year.
hackajob is collaborating with Lendable to connect them with exceptional professionals for this role.
About Lendable
Lendable is on a mission to build the world's best technology to help people get credit and save money.
- We're building one of the world’s leading fintech companies and are off to a strong start:
- One of the UK’s newest unicorns with a team of just over 700 people
- Among the fastest-growing tech companies in the UK
- Profitable since 2017
- Backed by top investors including Balderton Capital and Goldman Sachs
- Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot)
So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers’ hands in minutes instead of days.
We’re growing fast, and there’s a lot more to do: we’re going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes.
- Join us if you want to
- Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1
- Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo
- Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting
About The Role
Reports to: Operations Manager (US Cards & Loans)
As a Team Lead in Customer Operations, you will lead, coach, and develop a team of approximately 10 front-line agents responsible for delivering exceptional service and support to our US customers, across our Cards product.
You will ensure the consistent achievement of key performance indicators (KPIs), use data and insight to foster continuous improvement, and champion initiatives that streamline processes and improve customer experiences.
You will dedicate a substantial portion of your time (up to 30%) to identifying and supporting process improvements, leveraging frontline insights to inform automation, digital enhancements, and re-engineering of complex workflows.
You will play a pivotal role developing your team, managing risk, ensuring compliance, and collaborating cross-functionally to deliver the best possible customer and business outcomes.
Key Responsibilities
- Team Leadership & Development
- Lead, coach, and inspire a team of 10 agents, ensuring they deliver high-quality, empathetic support and achieve team and individual KPIs (e. g. quality, compliance, productivity, SLAs).
- Foster a culture of accountability, continuous learning, and best practice, tailoring support and development to the needs of each team member and identifying emerging talent.
- Conduct regular individual and team performance reviews, providing actionable feedback and targeted coaching.
- Performance Management & Data-Driven Improvement
- Monitor and analyse a variety of data sources (KPIs, dashboards, call listening, QA, customer feedback) to assess individual and team performance.
- Identify trends, performance gaps, opportunities for improvement, and design appropriate action plans to uplift service quality and efficiency.
- Escalate and resolve issues proactively, using data and customer insights to drive change.
- Process Excellence & Continuous Improvement
- Dedicate up to 30% of your time to reviewing customer and team interactions (calls, chats, digital correspondence, workflows) to identify process pain points and improvement opportunities.
- Collaborate cross-functionally with Product, Technology, and Operational teams to support automation, system enhancements, and re-engineering of complex processes.
- Champion and embed process changes, ensuring they improve customer journeys, efficiency, compliance, and accessibility, especially for vulnerable or high-risk customers.
- Compliance, Risk & Quality
- Ensure your team's customer interactions meet regulatory and compliance standards relevant to all customer segments, with particular attention to those in vulnerable or complex situations.
- Promote risk awareness, adherence to policies, and corrective action where necessary.
- Support in embedding governance, quality frameworks, and change management initiatives within the team.
- Stakeholder Engagement & Communication
- Communicate performance, risks, best practices, and improvement recommendations to the relevant Head of Department and across teams as required.
- Act as an advocate for frontend feedback and customer insight, driving positive change through cross-functional collaboration.
Experience & Skills
- Proven experience managing or supervising customer-facing, operations, or support teams in a regulated, fast-paced, and/or tech-enabled environment.
- Experience in driving the performance and development of individuals and teams against ambitious targets.
- Analytical skills, with the ability to interpret a range of data sources (dashboards, QA, customer feedback) to inform coaching and process improvements.
- Demonstrated ability to motivate, coach, and develop a diverse team; skilled at recognising and nurturing emerging talent.
- Comfortable working with CRM/case management systems, digital platforms, and supporting technology-driven change (automation, AI, etc.).
- Strong written and verbal communication skills, with the ability to engage, motivate, and influence at all levels.
- Experience working within compliance, risk management, or regulated environments, particularly in the US, is desirable.
- Behaviours & Approach
- Champions a customer-first mindset: committed to delivering compassionate, fair, and tailored support, particularly for customers in vulnerable or complex situations, while always seeking opportunities to enhance efficiency and streamline the customer journey.
- Proactive and solutions-oriented; thrives on analysing problems, leading change, and delivering continuous improvement.
- Data- and insight-driven; uses evidence to inform decision-making and team management.
- Inclusive leader, motivating teams through change and fostering a culture of development, accountability, and collaboration.
- Personally resilient, adaptable, and accountable; able to balance customer, business, and risk priorities.
- Embraces technology, innovation, and new ways of working to deliver better outcomes for customers and colleagues.
- Working Pattern
- Bi-weekly Rotation
- Monday & Friday: WFH
- Tuesday - Thursday: London office
- Life at Lendable
- Winning team: the opportunity to scale up one of the world’s most successful fintech companies
- Flexible working: flexible approach tailored to each role.
Hybrid roles require three days in-office weekly; fully remote roles include regular opportunities for in-person connection through socials and off-sites
- Socials & connection: opportunities and events to come together, socialise, and get to know each other beyond the office walls
- Health coverage: support for your physical and mental wellbeing, including private health cover
- Retirement & savings: long-term financial wellbeing through retirement savings plans
- Employee referral programme: earn a competitive bonus when you refer successful new team members
- Office meals & snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations
- Sustainable commuting: cycle-to-work and electric vehicle salary sacrifice schemes available in select locations
Please note: The availability and details of specific benefits vary by location and role. For more information, please speak to your Talent Partner.
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Team Lead - US Operations in London employer: hackajob
At hackajob, we pride ourselves on being an exceptional employer that fosters a culture of innovation and inclusivity. Our diverse team thrives in a high-performance environment where your contributions directly impact our multi-asset platform's success. With ample opportunities for professional growth and a commitment to employee development, joining us means being part of a forward-thinking company that values your expertise and ambition.
StudySmarter Expert Advice🤫
We think this is how you could land Team Lead - US Operations in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at hackajob. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like hackajob before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Team Lead - US Operations in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to hackajob:Your cover letter is your chance to shine! Tell us why you want to work at hackajob specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at hackajob!
How to prepare for a job interview at hackajob
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
