Head of Customer Service

YouLend; City Of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A fintech company in London is looking for a Head of Customer Service to manage a multilingual team and ensure high performance across customer service metrics. The role involves hiring, mentoring, and collaborating with various teams to drive operational improvements. Ideal candidates will have prior experience in customer service leadership within the lending sector and possess strong communication and analytical skills. This role offers competitive compensation and a supportive work environment.

Benefits

Stock Options

Private Medical Insurance

Enhanced Maternity and Paternity Leave

Free Gym in office

Subsidised Lunch

Monthly In-office Masseuse

Qualifications

• Previous experience in leading Customer Service teams, preferably in small business lending.
• Managed against call answer rates and email SLAs.
• Proactive with strong ownership and urgency.

Responsibilities

• Keep the current team running well and hitting KPIs.
• Hire, manage, and mentor the next level of managers.
• Work closely with Sales, Product, and compliance teams.

Skills

Experience in leading and scaling Customer Service teams

Ability to drive team performance

Strong communication skills

Problem-solving mentality

Data-driven performance management

Tools

Excel

Hubspot

Aircall

Job description

About Us

YouLend is a rapidly growing FinTech that is the preferred embedded financing platform for many of the world’s leading e-commerce platforms, tech companies, and Payment Service Providers. Our software platform enables our partners to extend their value proposition by offering flexible financing products in their own branding, to their merchant base, without capital at risk.

We are owned by the leading Private Equity company, EQT, and have grown +100% year-on-year since 2020. We are headquartered in London, UK, but are also present in several European countries as well as the United States where we service our partners, including eBay, Amazon, Just Eat, Shopify, and Stripe.

The Role

YouLend is looking to hire a ‘Head of Customer Service’. The Customer Service function at YouLend is responsible for handling our inbound merchant service requests via phone lines, email and live chat for UK & Europe. The function also looks after complaints and our online review platforms – namely Google and Trustpilot.

The role would lead a team consisting of three bilingual sub-teams, and ~17 FTEs (distributed as below) and have three team leader-level managers and a Complaints Specialist, reporting into them:

• Team 1: 4 Service Executives
• Team 2: 4 Service Executives
• Team 3: 5 Service Executives
• Complaints Specialist

You will get an opportunity to liaise with the Head of Sales, Service, and Operations team to drive operational improvements in the Customer Service merchant communication funnel. You will work with key stakeholders, including the VP of Product, where you will represent our merchant perspective and with the Head of Regulatory Compliance, where you will continue to shape our complaints process.

At YouLend, our merchants are at the heart of what we do, so driving positive outcomes through the management of the team is pivotal here – with key KPIs being our call answer rate, our email SLAs and our chatbot responsiveness.

Responsibilities

• Overall: Keep the current team running well and hitting KPIs, whilst contributing proactively to building the next generation of Customer Service at YouLend.
• Hire, manage, and mentor your next level of managers.
• Motivate the broader team by building a supporting culture where learning and development are at its centre.
• Work closely and collaboratively with Sales, Credit, Product and compliance to ensure we build a strong, reliable feedback loop between policy and operations.
• Constantly improve team efficiency through numbers-driven performance management and incentives

The ideal candidate will have the following skillset:

• Have previous experience in leading and scaling Customer Service teams (small business lending product, cash advances preferred).
• Have managed against call answer rates and email SLAs.
• Are a facts-based problem solver and have a get-things-done mentality.
• Are a great communicator with an ability to drive team performance, manage conflict, and demanding situations.
• Successful track record of delivering against ambitious targets.
• Exceptional oral and written communication, listening, and presentation skills.
• You will be proactive, take ownership, and act with urgency.
• Strong use of Excel or any data analysis software is a plus.
• Experience using Hubspot or Aircall in previous roles is also a plus.

Why join YouLend?

• Award-Winning Workplace:YouLend has been recognised as one of the “Best Places to Work 2025” by the Sunday Times for being a supportive, diverse, and rewarding workplace.
• Award-Winning Fintech: YouLend has been recognised as a “Top 250 Fintech Worldwide” company by CNBC.

It’s just getting fun:

• We have developed powerful solutions, won some significant partnerships, and are growing at a rapid pace.
• But the global opportunity is still massive, and YouLend is a raw organisation where we are only just getting started.

Lots of upside:

• High-growth (>100% growth during 2022 and 2023), so clear outlook to compensation (bonus or share option appreciation) and career growth (through growth with business).
• Well-capitalised with supportive private equity backing.
• Part of Banking Circle Group with a fully licensed Luxembourg bank, which can provide a balance sheet and support European expansion in otherwise complex regulated markets.

Motivating work environment:

• A high-quality team that pushes each other to succeed through direct feedback and aligned incentives.
• Strong and transparent team culture, we have each other’s backs.
• Independent work environment where results matter.
• Data-driven culture and emphasis on speed (anti-red tape).

Benefits

• We offer a comprehensive benefits package that includes:
• Stock Options
• Private Medical insurance via Vitality
• EAP with Health Assured
• Enhanced Maternity and Paternity Leave
• Modern and sophisticated office space in Central London
• Free Gym in office building in Holborn
• Subsidised Lunch via Feedr
• Deliveroo Allowance if working late in office
• Monthly in office Masseuse
• Team and Company Socials
• Football Power League / Squash Club

At YouLend, we champion diversity and embrace equal opportunity employment practices. Our hiring, transfer, and promotion decisions are exclusively based on qualifications, merit, and business requirements, free from any discrimination based on race, gender, age, disability, religion, nationality, or any other protected basis under applicable law.