At a Glance
- Tasks: Manage US customer accounts, resolve arrears, and provide empathetic support.
- Company: Join Raylo, a fast-growing tech company transforming device ownership.
- Benefits: Enjoy flexible time off, stock options, and a supportive work environment.
- Other info: Fast-track your career with bi-annual promotions and a dynamic work culture.
- Why this job: Be part of a mission-driven team making a real impact in the tech industry.
- Qualifications: 3+ years in collections, strong decision-making, and communication skills.
The predicted salary is between 63000 - 77000 £ per year.
Before you read on: this role requires shift coverage between 1pm and 5am, including weekends, on a rotating basis, to cover US customer hours. This is a fixed requirement of the role.
Why We Exist
The world is moving away from rigid ownership models in favour of more flexible, affordable access. Yet the $1.5 trillion device market has barely moved. Our mission is to transform how technology is bought, used and reused - creating better outcomes for customers, brands and the planet.
What We've Built
Raylo is the subscription infrastructure that enables leading electronics brands, including PlayStation, HP and Dyson, to move from one-off device sales to recurring subscription programmes that increase conversion, deepen loyalty and capture more lifetime value. We have over $90m ARR, we're profitable, growing fast, with over a quarter of a million subscriptions across consumers and small businesses. Customers trust us too, with a 4.5/5 Trustpilot rating from more than 20,000 reviews.
For customers, the experience is simple: subscribe to a device, get support throughout, upgrade when you want, and return it when you're done. Behind that sits an AI-powered operating system that executes and manages device subscriptions end to end: credit and fraud decisioning, lifecycle operations, and the financing engine that enables brands to run subscription programmes at scale.
The impact of our circular model is big. We cut emissions per device by around 50% compared to buy-and-discard. We're B Corp certified, backed by Macquarie, NatWest and Channel 4 Ventures, and recognised by Tech Nation's Future Fifty.
How We Work
AI is changing what small, ambitious teams can build. Companies that embrace it will define the next decade. Raylo is uniquely placed to benefit. We combine proprietary technology and data with the orchestration of physical assets, operating across credit, fraud, pricing, logistics, refurbishment, resale and customer care. With AI improving every cycle, our moat deepens with scale. At Raylo, AI is woven into how we work every day. We don't ration access or hedge our bets. Our people use the best models and tools, and we expect them to do things that weren't possible a year ago.
Processes that used to be good enough are being rebuilt. Teams are replacing spreadsheets with bespoke tooling, and anyone can query our data layer in plain English and get a real answer in seconds. We give every team their own hackathon: a chance to step back, start with a blank sheet, and ask: if we were starting today, how would we do this? The more we automate, the more human judgement matters. AI gives people back time, and we expect them to spend it on the things no model can replicate: conversations, trust, craft and team judgement.
We hire to a high bar. You'll work with people who push you, raise your game and expect you to do the same. We want every person at Raylo to do the best work of their lives, and enjoy doing it.
Our Core Values
- Be deeply curious: We thrive on innovation through diverse approaches, views, and people.
- Walk in your customer's shoes: To build the best products and make the best decisions for the long term, we must figure out what our customers need, not just what they want.
- Focus and execute: We have a big vision, but we believe in nailing the most important problems first.
- Be gritty: Only gritty teams succeed. Our individual ownership, passion, and perseverance mean we're a team through thick and thin.
What to Expect
As a Collections Associate within our new Belfast-based US operations team, you’ll play a key role in supporting our expansion into the US market. Working US hours, you will be on the front lines managing live casework, helping US customers resolve arrears, set up payment arrangements, and handle complex scenarios with empathy and care. You’ll gain hands‑on operational exposure while leveraging AI platforms to optimize workflows and scale servicing effectively across time zones. This role offers a unique opportunity to help build and establish our US collections operations from the ground up within a high-performance tech environment. You’ll work closely with your US shift teammates and line manager, managing smooth handovers with the UK team and directly shaping our US servicing processes as our customer base grows.
What You’ll Do
- Manage live US customer casework - managing US customer accounts, resolving arrears, setting up payments, and supporting vulnerable customers.
- Handle complex cases and escalations - resolving complex cases, handling escalations, and referring accounts to Debt Collection Agencies (DCAs) when necessary.
- Deliver high-quality customer support across US hours - providing consistent, empathetic support to customers during US hours.
- Leverage operational data and AI tools - using data and AI tools to manage workload and optimize collections workflows.
- Help refine processes and tooling - contributing to the improvement of US collections processes and tooling as the operation scales.
- Collaborate with Belfast operations and wider teams - collaborating with UK and Belfast teams to ensure alignment across credit, risk, and servicing functions.
You’ll Succeed With
- 3+ years of relevant experience - in Collections, ideally in fintech or consumer finance.
- Live-domain mastery - Collections expertise with sharp decision-making and credit risk knowledge.
- Curiosity and modern tool literacy - Leverage data and AI to optimize workflows and identify risk patterns.
- Communication - Provide clear, actionable handovers and feedback to team members and stakeholders.
- Total commitment to the US night operation - Commit to a rotating 4 days on/off shift pattern, including nights and weekends.
We're not looking for you to meet every point on this job description - if you're excited about this role and think you'd thrive at Raylo, we'd love to hear from you.
Career Growth: Fast-track your career - 40% of our employees are promoted every review cycle (bi-annually)
Equity: Stock options for all employees
Learning & Development: L&D budget to support the skills you value
Hybrid Working: 3 set days in the London Bridge Office (Monday, Wednesday & Thursday)
Flexible Time Off: 33 days off, your way – 25 days + 8 bank holidays with full flexibility to use on the days that mean the most to you
Parental Leave: Enhanced maternity, paternity, adoption or shared parental leave, if you've been with us for 12 months
Childcare Support: Workplace nursery scheme for major cost savings
Hiring Process
We move quickly and we'll aim to give you the best candidate experience possible. It starts with a 15-minute call — no prep needed. If there's a fit, we move fast, every stage has a purpose, and we'll tell you what we're looking for at each one. If there's anything we can do to support you through the process, whether that's adjustments or anything else, please let us know.
*As an FCA-regulated business, we conduct background checks (DBS and AML) on all successful candidates who are offered a position at Raylo during the onboarding process.
Diversity & Inclusion at Raylo
At Raylo, we celebrate diversity and are committed to creating an inclusive workplace where everyone can thrive. We welcome people of all backgrounds, experiences, and perspectives, believing they make us stronger.
Collections Associate | US employer: Raylo
Raylo is an exceptional employer that fosters a dynamic and inclusive work culture, particularly in our Belfast location. With a hybrid work model and a focus on employee growth, we provide opportunities for professional development while encouraging a collaborative environment where your contributions directly impact our success in the fintech space.
StudySmarter Expert Advice🤫
We think this is how you could land Collections Associate | US
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Raylo. 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 Raylo 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 Collections Associate | US
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 Raylo:Your cover letter is your chance to shine! Tell us why you want to work at Raylo 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 Raylo!
How to prepare for a job interview at Raylo
✨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.
