Head of Customer Service, YouLend
£60-70k
Stock options available
Embedded merchant financing
Job no longer available
Embedded merchant financing
201-500 employees
Job no longer available
£60-70k
Stock options available
201-500 employees
Company mission
To enable future financial services to embed their operations within customer-oriented product suites.
Role
Who you are
- Customer service
- Complaints Handling
- People management
- Hard working
- Excellent written communication skills
Desirable
- Familiarity with HubSpot use
- Built & implemented performance KPIs
What the job involves
- 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
- 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
Salary benchmarks
Our take
Securing funding can be complicated, arduous and often inaccessible to many companies. YouLend solves this problem by giving eCommerce platforms and tech companies better access to fast and flexible funding.
YouLend has benefited from the boom in the financial services industry, but this also means the company has had to compete with a number of other embedded finance startups, such as Weavr. Despite this, YouLend's focus on online merchants has allowed it to remain competitive in its offering. What's more, the company's revenue-based repayments system differentiates its solution from more established loan options.
YouLend's flexibility and the speed with which merchants can obtain funding has allowed it to gain a foothold in the growing embedded finance market. However, it will need to focus on growing its customer base even further if it wants to scale in this competitive space.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- 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
Company HQ
Holborn, London, UK
Articles
Leadership
Mikkel Sølvsten Velin
(Co-CEO)Started out as a Junior Associate at Bech-Bruun, and was an External Lecturer at the University of Copenhagen. Was a Partner at Rogge Global Partners (now Allianz Global Investors).
Diversity, Equity & Inclusion at YouLend
Joanne Savage (Talent Acquisition Manager)
- At YouLend we’re providing a technology first approach to finance. Our product helps smaller businesses that are the backbone of the economy, and our teams are at the core of delivering our product. We strive to create an equitable culture and we believe our teams are strongest when they are diverse and inclusive.
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