Customer Operations Executive - US Cards

At Lendable, we're on a mission to brighten the financial futures of millions of Americans. Since launching our U.S. Credit Card in May 2024, we’ve been reshaping consumer credit by blending exceptional talent with cutting-edge technology.

We’re looking for confident, motivated, and persuasive communicators who thrive on helping customers achieve financial stability. As part of this exciting new chapter, you’ll play a key role in defining and managing critical operational processes from start to finish, making a real impact every day

Working Hours: Rotating weekly shifts to align with US operating hours:

• Shift 1: 12:00 PM–9:00 PM UK time (Monday–Friday). WFH Monday & Friday, Tuesday - Thursday in office.

• Shift 2: 4:00 PM–1:00 AM UK time (Monday–Friday). - Fully remote.

Training: Training will be 4-6 weeks long and held in our London office. The training times will be 10 am - 7 pm Monday - Friday UK time.

Holidays: You will receive 25 days annual leave plus 8 days (US holidays + Christmas day guaranteed).

Your profile

• At least 2 years in any industry in a customer-facing role, with a track record of connecting with and helping others.

• You’re curious, quick to assess situations, and skilled at finding effective solutions.

• Excellent written and verbal communication skills, active listening and rapport-building abilities.

• You handle conflict gracefully, recover quickly from challenging interactions, and maintain composure.

• Comfortable with technology and quick to learn new software.

• Open to feedback, eager to improve, and adaptable to change in a fast-paced environment.

• Enjoy solving problems independently, multitasking, and improving processes.

What you'll be doing

• Interacting directly with customers via phone, email, and chat to answer questions and resolve issues with care and efficiency (and to the highest standard).

• Ensuring every interaction reflects our commitment to putting customers first and that customer demand is met when it comes to query resolution.

• Coordinating across internal teams and external partners to drive the success of the US Cards program.

• Interact directly with customers via voice/non-voice as part of your role to ensure customer demand is met and customers achieve first-contact resolution on their query/need.

• Escalating risks or potential risks that may negatively impact good customer outcomes.

• Identifying and recording customer dissatisfaction against Lendables processes and responding appropriately to achieve complaint resolution, where complaint resolution is not possible following complaint escalation procedures.

• Meeting defined individual and team performance targets to ensure delivery of key business and department objectives.

Nice to haves

• Previous experience in financial services or consumer lending environments.

• Familiarity with US-based work environments and customer expectations.

Interview Process

• An intro call with a member of the Talent Team

• Role-specific interview - Onsite

• Final stage interview with the head of department

Salary Range: £30K–£39K (includes an allowance for unsociable hours).