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Chief Placeholder Officer

  • London
  • Full Time (Permanent)
  • Hybrid
  • Placeholder team
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About this role

Suspense thrives on uncertainty, a calculated pause that draws in the observer. In this pause, placeholders emerge as valuable cues. Their very presence suggests that what is yet unseen could hold the answers, a revelation or a solution. When used thoughtfully, a placeholder can tease and compel, engaging the imagination.

Responsibilities

In websites, a loading spinner is no different than the ellipsis of a suspenseful plot twist; it tells the viewer that what is coming is worth waiting for. Key benefits of effective placeholders include:

  • Maintaining engagement: By signaling more to come, placeholders prevent user drop-off.
  • Setting expectations: Clear, well-placed placeholders hint at what content is coming next, adding structure.
  • Building suspense: The anticipation of more content holds attention, just as in storytelling.

Placeholder content, however, must tread a careful line. Too sparse, and it risks undermining its own suspense; too dense, and it overwhelms with unnecessary clutter. The balance lies in leaving just enough room for the mind to wander and fill the gaps.

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Customer Service Specialist - US Cards

  • London
  • Full Time (Permanent)
  • Hybrid
  • UK Customer Ops
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About the role

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.

  • Spanish Speaking, desirable but not essential.

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).

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About Lendable

A large group of around 50 people, and one dog, in an office facing the camera and smiling

Lendable is on a mission to build the world's best technology to help people get credit and save money.

  • Founded in 2014

  • Profitable since 2017

  • Unicorn in 2021

  • Backed by Balderton, Goldman Sachs and Ontario Teachers' Pension Plan

  • Loved by customers & employees with top reviews on Glassdoor and Trustpilot

So far, we’ve rebuilt the big three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers’ hands in minutes instead of days. We’re growing fast, and there’s a lot more to do. We’re going after the two biggest Western markets (UK and US) where trillions are held by big banks with dated systems and painful processes.

Life at Lendable

Two people with laptops on their lap sat either side of a black labrador on a sofa in front of a window. The dog is a very good girl.
  • The opportunity to scale up one of the world’s most successful fintech companies

  • Best-in-class compensation, including equity

  • You can work from home every Monday and Friday if you wish - on the other days we all come together IRL to be together, build and exchange ideas

  • Our in-house chefs prepare fresh, healthy lunches in the office every Tuesday-Thursday

  • We care for our Lendies’ well-being both physically and mentally, so we offer coverage when it comes to private health insurance

  • We're an equal opportunity employer and are keen to make Lendable the most inclusive and open workspace in London

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