Team Lead - US Operations

Responsibilities

• Lead, coach, and inspire a team of 10 agents to deliver high-quality support and achieve KPIs
• Monitor and analyze data sources including dashboards, QA, and customer feedback to assess performance
• Dedicate up to 30% of time to identifying process pain points and driving automation or system enhancements
• Ensure customer interactions meet regulatory and compliance standards, especially for vulnerable customers
• Collaborate cross-functionally with Product, Technology, and Operational teams to support process re-engineering
• Communicate performance, risks, and improvement recommendations to department heads

Requirements

• Proven experience managing or supervising customer-facing operations or support teams
• Experience driving individual and team performance against ambitious targets
• Strong analytical skills to interpret data for coaching and process improvements
• Proficiency with CRM/case management systems and digital platforms
• Excellent written and verbal communication skills
• Experience in regulated environments, particularly in the US, is desirable

Benefits

• Private health cover
• Retirement and savings plans
• Employee referral programme
• Office meals and snacks including complimentary lunches on in-office days
• Cycle-to-work and electric vehicle salary sacrifice schemes
• Social events and team connection opportunities

About the Company

Lendable is a leading fintech unicorn on a mission to build the world's best technology to help people get credit and save money. We have rebuilt consumer finance products like loans, credit cards, and car finance from scratch to deliver money to customers in minutes.