Customer Operations Team Lead (US Cards & Loans)

Lendable; Greater London; Hybrid; GBP 42,000 - 60,000; Full time

Benefits offered by this job

Hybrid working

Health coverage

Retirement savings

Office meals

Job summary

Lendable in London is recruiting for a Team Lead in Customer Operations to guide a frontline team delivering exceptional support to US customers across the Cards product. You will develop the team, optimize performance, and drive continuous improvement using data-driven coaching and cross-functional collaboration.

You will spend up to 30% of time identifying process enhancements, working with Product, Technology, and Operations to implement automation and streamlined workflows, while ensuring

Qualifications

• Proven experience leading, managing or supervising customer-facing, operations, or support teams in a regulated, fast-paced, and/or tech-enabled environment.
• Experience driving performance and development against ambitious targets.
• Comfortable working with CRM/case management systems and supporting technology-driven change.

Responsibilities

• Lead, coach, and inspire a team of 10 agents delivering high-quality, empathetic support and achieving KPIs.
• Monitor dashboards, QA and customer feedback to identify trends and drive coaching and process improvements.
• Dedicate up to 30% of time to process review and cross-functional collaboration to enable automation and system improvements.
• Ensure regulatory compliance, risk awareness and governance within the team.

Skills

Leadership experience

Data-driven

CRM systems

Communication

Compliance/risk

Job description

Lendable in London is recruiting for a Team Lead in Customer Operations to guide a frontline team delivering exceptional support to US customers across the Cards product. You will develop the team, optimize performance, and drive continuous improvement using data-driven coaching and cross-functional collaboration.

You will spend up to 30% of time identifying process enhancements, working with Product, Technology, and Operations to implement automation and streamlined workflows, while ensuring