Customer Success Specialist

LENDELA PTE. LTD.; Singapore; On-site; SGD 40,000 - 60,000; Full time

Benefits offered by this job

Performance incentives

Structured onboarding and coaching

Career progression opportunities

Collaborative, fast-paced environment

Comprehensive health insurance

Job summary

Lendela is seeking a Customer Success Specialist (Telesales) in Singapore to own the end-to-end customer journey, from onboarding to loan application with our financial partners.

You will drive inbound/outbound engagements, match customers to suitable partners, and consistently meet revenue KPIs while upholding regulatory compliance and delivering exceptional service.

Qualifications

• 2-4 years of experience in customer service, telesales, or customer success.
• Comfortable working in a performance- and KPI-driven role.
• Strong communication and relationship-building skills.
• A team player with a growth mindset.
• Bilingual ability is a plus, Mandarin-speaking preferred.

Responsibilities

• Manage end-to-end customer journey from onboarding to completion with speed, clarity, and compliance.
• Explain regulatory requirements and set honest expectations with customers.
• Own inbound and outbound engagements with a consultative approach.
• Convert qualified leads into successful outcomes while maintaining high service quality.
• Guide customers through their loan application journey with clear steps and documentation.
• Match customers to suitable financial partners based on criteria.
• Achieve weekly and monthly revenue KPIs while maintaining customer experience and compliance.

Skills

Customer service

Telesales

Customer success

Communication skills

KPI driven

Startup/Fintech experience

Job description

Customer Success Specialist (Telesales)

Singapore - Fintech Startup | Full-Time | On-site

At Lendela, we are looking for a Customer Success Specialist (Telesales) who takes ownership, values team success, and is motivated by long-term growth. This is a role for someone who thrives in a KPI-driven environment and is passionate about delivering exceptional customer outcomes across the full customer journey.

In this role, you will be accountable for progressing customers from initial enquiry through to successful loan application with our financial partners. Success comes from strong customer understanding, accurate information sharing, and effective matching of customers to suitable loan options — supported by disciplined follow-ups and consistent performance against conversion targets.

What You’ll Own

As a Customer Success Specialist (Telesales), you will:

End-to-End Customer Experience Ownership

• Manage the full customer journey from onboarding to conversion and completion, with a strong focus on speed, clarity, and transparency, while ensuring strict alignment with regulatory and compliance guidelines.

• Build trust by clearly explaining regulatory requirements, setting honest expectations, communicating proactively, and resolving issues quickly — ensuring a seamless, high-quality experience across all customer touchpoints.

Telesales & Revenue Ownership

• Own inbound and outbound customer engagements using a consultative, needs-led approach that prioritises suitability and long-term trust.

• Convert qualified leads into successful outcomes while maintaining high service quality, clear communication, and ethical sales standards.

• Support customers through their application journey by clearly explaining eligibility criteria, documentation requirements, and next steps in line with regulatory guidelines.

• Match customers to appropriate financial partners based on suitability, risk profile, and lender criteria—ensuring fair, transparent outcomes.

• Consistently achieve weekly and monthly revenue KPIs while upholding strong customer experience, compliance, and service benchmarks.

Team & Company Ownership

• Contribute to team objectives and shared success

• Identify opportunities to improve processes and enhance customer experience

• Collaborate closely with teammates and cross-functional stakeholders

• Support a positive and accountable team culture

What Success Looks Like

You will:

• Consistently achieve call and conversion targets while improving operational efficiency & effective customer matchmaking

• Take full ownership of customer outcomes, ensuring accuracy, quality and accountability

• Demonstrate perseverance and professionalism when handling complex or time-sensitive cases

• Maintain high customer satisfaction and service standards

• Contribute to a unified team culture, supporting colleagues and working together regardless of role or seniority

Who You Are

You are someone who:

• Takes ownership of outcomes and is motivated by delivering positive customer experiences

• Values accuracy, suitability, and transparency in financial services

• Takes responsibility for follow-ups and customer progression

• Demonstrates strong communication and relationship-building skills

• Acts with professionalism and sound judgment when handling customer information

• Thrives in a KPI-driven environment

• Has experience in a startup and/or fintech environment, or enjoys working in dynamic, evolving organisations

• Is comfortable handling both inbound and outbound calls

• Is willing and able to work on Saturdays as part of a rotating schedule

What We Offer

• Base salary with performance-based incentives

• Structured onboarding, learning, and ongoing coaching

• Clear career progression opportunities in a growing fintech startup

• A supportive, collaborative, and performance-oriented environment

• Comprehensive health insurance coverage

Qualifications

• 2-4 years of experience in customer service, telesales, or customer success

• Comfortable working in a performance- and KPI-driven role

• Strong communication and relationship-building skills

• A team player with a growth mindset

• Bilingual ability is a plus, with Mandarin-speaking preferred