Head of Customer Support

About Us

YouLend is the preferred global embedded financing platform for many of the world’s leading e-commerce sites, tech companies and payment services providers such as Amazon, eBay, Shopify, Mollie, Dojo, Paysafe, Just Eat Takeaway and Takepayments. Our software platform and APIs enable our partners to offer flexible financing products, in their desired branding, to their merchant base. With YouLend's AI-driven credit risk assessment solutions, more merchants and SMEs than ever can receive fast, flexible and affordable funding. We operate in 9+ geographies across the UK, EU and the US.

We believe that the future of financial services will be delivered by customer-oriented tech companies that embed financing in their customer journeys, and we are building the solutions that will power that future.

The Role

At YouLend, our customer support team is comprised of dynamic and dedicated professionals, committed to delivering exceptional support and innovative solutions to our valued customers. We are currently seeking a highly organized, people-focused person to guide this team to new heights.

In this leadership role, you will be entrusted with overseeing and directing all aspects of our customer support operations. Your influence will be pivotal in ensuring the highest standards of service excellence, fostering customer satisfaction, and enhancing customer loyalty.

Key Responsibilities

• Coach and empower your team to deliver an exceptional customer experience, providing coaching and thoughtful feedback to drive performance improvement.
• Motivate your team to achieve key call KPIS – including keeping our abandon rate low and our handling rate high!
• Analyse customer data to influence team strategy. Develop and implement processes to meet customer needs, increase customer satisfaction and drive tool adoption.
• Ensure the team can educate & consult with YouLend customers understanding their dashboard and their repayments, offering best practice guidance.
• Collaborate cross-functionally to ensure visibility and alignment on customer needs.
• Support your team through helping them form career development plans and working with them to build their skills and achieve their goals.

Requirements

• Customer service
• Complaints Handling
• People management
• Hard working
• Excellent written communication skills.

Desirable Skills

• Familiarity with HubSpot use.
• Built & implemented performance KPIs

Benefits

Why join YouLend?

At YouLend, we champion diversity and embrace equal opportunity employment practices. Our hiring, transfer, and promotion decisions are exclusively based on qualifications, merit, and business requirements, free from any discrimination based on race, gender, age, disability, religion, nationality, or any other protected basis under applicable law.

We offer comprehensive benefits package that includes:

• Stock Options
• Private Medical insurance via Vitality
• EAP with Health Assured
• Enhanced Maternity and Paternity Leave
• Modern and sophisticated office space in Central London
• Free Gym in office building in Holborn
• Subsidised Lunch via Feedr
• Deliveroo Allowance if working late in office
• Monthly in office Masseuse
• Team and Company Socials
• Football Power League / Squash Club