US Customer Operations Team Lead at Lendtable

London, England, United Kingdom

Apply Now

Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Financial ServicesIndustries

Requirements

Experience leading, coaching, and developing frontline customer service teams (implied for managing ~10 agents)
Ability to analyze data sources (KPIs, dashboards, call listening, QA, customer feedback) to assess performance and identify trends/gaps
Strong process improvement skills, including reviewing interactions (calls, chats, digital correspondence, workflows) to identify pain points
Knowledge of compliance, risk management, and quality standards, especially for vulnerable or high-risk customers
Cross-functional collaboration skills with Product, Technology, and Operational teams
Ability to dedicate up to 30% of time to process improvements, automation, and workflow re-engineering
Skills in performance management, providing feedback, coaching, and conducting reviews

Responsibilities

Lead, coach, and inspire a team of 10 agents to deliver high-quality, empathetic support and achieve KPIs (quality, compliance, productivity, SLAs)
Foster a culture of accountability, continuous learning, and best practice; tailor support/development and identify emerging talent
Conduct regular individual and team performance reviews, providing actionable feedback and targeted coaching
Monitor and analyze data sources to assess performance, identify trends/gaps/opportunities, and design action plans for improvement
Escalate and resolve issues proactively using data and customer insights to drive change
Dedicate up to 30% of time to reviewing interactions to identify process pain points and improvement opportunities
Collaborate cross-functionally to support automation, system enhancements, and re-engineering of processes
Champion and embed process changes to improve customer journeys, efficiency, compliance, and accessibility
Ensure team interactions meet regulatory/compliance standards, with attention to vulnerable/complex situations

Skills

Team Leadership

Customer Service

Performance Management

KPI Analysis

Process Improvement

Data Analysis

Coaching

Operations Management

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