Head of Customer Operations at Lendtable

London, England, United Kingdom

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Financial ServicesIndustries

Requirements

Ability to lead, coach, and develop a team of Team Leads to manage frontline agents effectively across customer service and financial support
Experience fostering a high-performance culture focused on continuous learning, accountability, problem-solving, empathetic customer support, and compliance
Proficiency in performance management, ensuring achievement of KPIs (e.g., customer satisfaction, quality, compliance, productivity, SLAs)
Skills in identifying skill gaps and driving upskilling initiatives, particularly in automation, AI tools, and digital workflows
Capability to manage day-to-day operations, including resource allocation and adherence to service level agreements
Expertise in data analysis (KPIs, dashboards, quality scores, customer feedback, AI insights) to identify trends, gaps, and improvement opportunities
Ability to translate strategic initiatives (e.g., AI and automation) into frontline execution
Experience proactively addressing operational challenges and implementing data-driven improvements for efficiency, scalability, and customer outcomes
Comfortable taking ownership in a fast-growing fintech environment with broad remit and decision-making impact

Responsibilities

Lead, coach, and develop a team of Team Leads to inspire and manage frontline agents in customer service and financial support
Foster a high-performance culture of continuous learning, accountability, and problem-solving with focus on empathetic support and compliance
Oversee performance management, ensuring consistent KPI achievement (e.g., customer satisfaction, quality, compliance, productivity, SLAs)
Identify skill gaps and drive upskilling for proficiency in new technologies like automation, AI, and digital workflows
Manage day-to-day operations of customer service and financial support teams, ensuring smooth delivery, resource allocation, and SLA adherence
Analyze data (KPIs, dashboards, quality scores, feedback, AI insights) to identify trends, gaps, and automation/process opportunities
Formulate and propose data-backed recommendations for continuous improvement and strategic adjustments to enhance efficiency and customer experience
Proactively address operational challenges
Translate strategic operational initiatives, including AI and automation, into effective frontline execution
Identify and implement data-driven improvements for efficiency, scalability, and customer outcomes, fostering continuous improvement and digital adoption

Skills

Key technologies and capabilities for this role

Customer ServiceOperations ManagementTeam LeadershipRegulatory ComplianceService Level AgreementsFinancial SupportPerformance ManagementContinuous ImprovementCustomer Outcomes

Questions & Answers

Common questions about this position

Is this role remote or hybrid?

The position is hybrid.

What is the salary or compensation for the Head of Customer Operations role?

This information is not specified in the job description.

What key skills are needed for this position?

The role requires strong team leadership and coaching abilities, expertise in performance management and achieving KPIs, knowledge of regulatory compliance and customer outcomes, and skills in implementing data-driven improvements with AI and automation.

What is the company culture like at Lendable?

Lendable fosters a high-performance culture of continuous learning, accountability, problem-solving, and empathetic customer support, with small teams of exceptional, relentlessly resourceful people who build in-house technology using AI and machine learning.

What makes a strong candidate for this role?

Strong candidates have experience leading Team Leads in customer service and financial support, a track record of driving operational efficiency and KPIs, and the ability to implement strategic initiatives like AI automation while prioritizing compliance and customer outcomes.

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