Customer Success Lead, Plend

• 2+ years of experience in a customer success, operations, or collections role in a fintech, lender, or regulated environment
• Strong leadership skills with the ability to grow and manage a high-performing team
• Experience managing or building collections strategies and processes
• Able to navigate tough conversations in a human and effective way
• Comfortable using tools such as Zendesk, Metabase, and collections management platforms
• Knowledge of FCA regulation (especially Consumer Duty and handling of vulnerable customers)
• Passion for improving financial inclusion and delivering ethical financial services
• Ability to spin multiple plates at the same time
• A ‘doer’ not just a ‘talker’

Desirable

• Leading the customer success function (currently 2 team members), ensuring timely and compassionate responses across live chat, emails and phone calls in line with the company’s tone and brand values
• Serving as the primary escalation point for complex queries or third party interactions (FOS etc)
• Developing a high-performing, mission-aligned team culture focused on impact and integrity
• Tracking key performance metrics for our customers and our team such as NPS, QA and CSAT as well reporting on collections performance, recovery rates and customer outcomes
• Managing collections activity; covering pre-arrears through to default
• Continually improving our collections processes that balance commercial outcomes with customer wellbeing in line with Consumer Duty
• Liaising with third-party collections partners, ensuring they meet Plend’s standards and customer outcomes
• Responsible for the management of customer payments and refunds
• Managing internal and external complaints, including liaising with the Financial Ombudsman and building case studies if and when required

• 1. Apply with your profile!
• 2. Interview with COO (line manager for role) and CEO to talk through your experience and why this role stands out to you
• 3. Meet some of the team!
• 4. Offer of role