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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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Team Lead - US Operations

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

Reports to: Operations Manager (US Cards & Loans)

As a Team Lead in Customer Operations, you will lead, coach, and develop a team of approximately 10 front-line agents responsible for delivering exceptional service and support to our US customers, across our Cards product. You will ensure the consistent achievement of key performance indicators (KPIs), use data and insight to foster continuous improvement, and champion initiatives that streamline processes and improve customer experiences. You will dedicate a substantial portion of your time (up to 30%) to identifying and supporting process improvements, leveraging frontline insights to inform automation, digital enhancements, and re-engineering of complex workflows. You will play a pivotal role developing your team, managing risk, ensuring compliance, and collaborating cross-functionally to deliver the best possible customer and business outcomes.

Key Responsibilities

Team Leadership & Development

  • Lead, coach, and inspire a team of 10 agents, ensuring they deliver high-quality, empathetic support and achieve team and individual KPIs (e.g. quality, compliance, productivity, SLAs).

  • Foster a culture of accountability, continuous learning, and best practice, tailoring support and development to the needs of each team member and identifying emerging talent.

  • Conduct regular individual and team performance reviews, providing actionable feedback and targeted coaching.

Performance Management & Data-Driven Improvement

  • Monitor and analyse a variety of data sources (KPIs, dashboards, call listening, QA, customer feedback) to assess individual and team performance.

  • Identify trends, performance gaps, opportunities for improvement, and design appropriate action plans to uplift service quality and efficiency.

  • Escalate and resolve issues proactively, using data and customer insights to drive change.

Process Excellence & Continuous Improvement

  • Dedicate up to 30% of your time to reviewing customer and team interactions (calls, chats, digital correspondence, workflows) to identify process pain points and improvement opportunities.

  • Collaborate cross-functionally with Product, Technology, and Operational teams to support automation, system enhancements, and re-engineering of complex processes.

  • Champion and embed process changes, ensuring they improve customer journeys, efficiency, compliance, and accessibility, especially for vulnerable or high-risk customers.

Compliance, Risk & Quality

  • Ensure your team's customer interactions meet regulatory and compliance standards relevant to all customer segments, with particular attention to those in vulnerable or complex situations.

  • Promote risk awareness, adherence to policies, and corrective action where necessary.

  • Support in embedding governance, quality frameworks, and change management initiatives within the team.

Stakeholder Engagement & Communication

  • Communicate performance, risks, best practices, and improvement recommendations to the relevant Head of Department and across teams as required.

  • Act as an advocate for frontline feedback and customer insight, driving positive change through cross-functional collaboration.

Experience & Skills

  • Proven experience managing or supervising customer-facing, operations, or support teams in a regulated, fast-paced, and/or tech-enabled environment.

  • Experience in driving the performance and development of individuals and teams against ambitious targets.

  • Analytical skills, with the ability to interpret a range of data sources (dashboards, QA, customer feedback) to inform coaching and process improvements.

  • Demonstrated ability to motivate, coach, and develop a diverse team; skilled at recognising and nurturing emerging talent.

  • Comfortable working with CRM/case management systems, digital platforms, and supporting technology-driven change (automation, AI, etc.).

  • Strong written and verbal communication skills, with the ability to engage, motivate, and influence at all levels.

  • Experience working within compliance, risk management, or regulated environments, particularly in the US, is desirable.

Behaviours & Approach

  • Champions a customer-first mindset: committed to delivering compassionate, fair, and tailored support, particularly for customers in vulnerable or complex situations, while always seeking opportunities to enhance efficiency and streamline the customer journey.

  • Proactive and solutions-oriented; thrives on analysing problems, leading change, and delivering continuous improvement.

  • Data- and insight-driven; uses evidence to inform decision-making and team management.

  • Inclusive leader, motivating teams through change and fostering a culture of development, accountability, and collaboration.

  • Personally resilient, adaptable, and accountable; able to balance customer, business, and risk priorities.

  • Embraces technology, innovation, and new ways of working to deliver better outcomes for customers and colleagues.

Working Pattern

Bi-weekly rotation:

10am - 7pm
12pm - 9pm

Monday & Friday: WFH

Tuesday - Thursday: London office

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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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