Customer Operations Team Lead (Financial Support) at Lendtable

Chatham, England, United Kingdom

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Financial ServicesIndustries

Requirements

Ability to lead, coach, and inspire a team of approximately 10 front-line agents
Experience in delivering high-quality, empathetic customer support, including to customers in complex or vulnerable circumstances
Proficiency in monitoring and analysing data sources (e.g., KPIs, dashboards, call listening, QA, customer feedback) to assess performance
Skills in identifying trends, performance gaps, and opportunities for improvement, and designing action plans
Capability to dedicate up to 30% of time to process improvements, leveraging frontline insights for automation, digital enhancements, and workflow re-engineering
Knowledge of regulatory and compliance standards, particularly for vulnerable or high-risk customers
Strong collaboration skills with cross-functional teams (e.g., Product, Technology, Operational)
Ability to conduct regular performance reviews, provide feedback, and tailor development to team members

Responsibilities

Lead, coach, and inspire a team of 10 agents to deliver high-quality support and achieve KPIs (e.g., customer satisfaction, quality, compliance, productivity, SLAs)
Foster a culture of accountability, continuous learning, and best practice, identifying emerging talent
Conduct regular individual and team performance reviews with actionable feedback and coaching
Monitor and analyse data sources to assess performance, identify trends/gaps, and design action plans for improvement
Escalate and resolve issues proactively using data and customer insights
Review customer/team interactions to identify process pain points and improvement opportunities (up to 30% of time)
Collaborate cross-functionally to support automation, system enhancements, and process re-engineering
Champion and embed process changes to improve customer journeys, efficiency, compliance, and accessibility
Ensure team interactions meet regulatory/compliance standards, especially for vulnerable customers
Manage risk, develop the team, and deliver optimal customer/business outcomes

Skills

Team Leadership

Customer Service

KPI Management

Data Analysis

Process Improvement

Coaching

Vulnerable Customer Support

Lendtable

Provides credit lines for retirement contributions

About Lendtable

Lendtable helps employees increase their long-term wealth by providing lines of credit for retirement and employee stock purchase plans (ESPP). This service allows employees to contribute to their 401(k) plans or ESPPs without reducing their take-home pay, enabling them to take full advantage of employer matching contributions. The application process is straightforward, and Lendtable earns revenue through fees on the credit extended. The company's goal is to maximize retirement savings for employees of large corporations while keeping their monthly budgets intact.

San Francisco, CaliforniaHeadquarters

2020Year Founded

$22.5MTotal Funding

SERIES_ACompany Stage

Fintech, Financial ServicesIndustries

11-50Employees