Partner Service Executive, YouLend

• Exceptional written and verbal communication skills across phone, email, and live chat
• Empathetic and personable – able to build rapport with merchants quickly while handling complex or sensitive conversations
• Strong problem-solving skills with a proactive, can-do attitude
• Confidence to work autonomously and make appropriate judgment calls when needed
• Able to stay organised and manage multiple queries at once while maintaining attention to detail
• Experience in a customer-facing or support-focused role (1–2 years)
• Comfortable navigating multiple systems while maintaining service quality
• Commercially minded, with the ability to build and manage external stakeholder relationships to support mutual success

Desirable

• As a Partner Service Executive, you will be the primary point of contact for payment consultants referred by one of YouLend’s key partners
• This is a dedicated role focused on delivering exceptional service to a group of payment consultants, ensuring their experience is consistently smooth, responsive, and personalised
• You will handle inbound queries from these merchants or payment consultants via phone, email, slack, and WhatsApp, supporting them throughout their funding journey
• You’ll also monitor a partner-specific support inbox, manage ongoing communications, and resolve any concerns or complaints with care and professionalism
• Your work will help strengthen our commercial relationship by ensuring their PCs receive best-in-class support
• This is a high-impact role for someone who enjoys ownership and thrives in a fast-paced environment
• You will be responsible for managing strategic stakeholder relationships and working closely with payment consultants who support their customers in accessing business funding through YouLend
• Serve as the go-to support contact for payment consultants associated with a specific partner
• Respond to inbound calls and emails from PCs and merchants with a strong focus on speed, clarity, and issue resolution
• Build relationships with merchants / PCs by demonstrating empathy, professionalism, and expert knowledge of our product
• Troubleshoot issues proactively and follow up to ensure satisfactory resolution
• Monitor a partner-specific support inbox and ticket queue, maintaining service-level expectations
• Collaborate with internal teams (typically sales team) to resolve merchant issues swiftly
• Identify trends in support issues and escalate partner-specific feedback to relevant teams
• Work within HubSpot, Aircall, Slack, and internal systems to update cases and support workflows efficiently