Customer Operations Analyst

Job description

ABOUT LENDABLE Lendable is on a mission to build the world's best technology to help people get credit and save money. We're building one of the world’s leading fintech companies and are off to a strong start: - One of the UK’s newest unicorns with a team of just over 700 people - Among the fastest-growing tech companies in the UK - Profitable since 2017 - Backed by top investors including Balderton Capital and Goldman Sachs - Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot https://uk.trustpilot.com/review/lendable.co.uk) 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 worth of financial products are held by big banks with dated systems and painful processes. JOIN US IF YOU WANT TO 1. Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1 2. Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo 3. Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting ABOUT THE ROLE: We’ve rebuilt core consumer finance products from scratch, loans, credit cards, and car finance, delivering money to customers in minutes instead of days. We are now launching our credit card product in Mexico and building our founding local team. Customer support is critical to our success. Many of our customers are entering the formal financial system for the first time, and the way we support them matters deeply. We’re looking for a Customer Support Agent to help deliver an excellent, friendly, and trustworthy experience to our credit card customers in Mexico. This is a hands-on role focused on answering customer questions, resolving issues, and guiding customers through our product and processes. You’ll be on the front lines of customer interaction, helping people understand their credit card, payments, balances, and next steps. You don’t need to build tools or write code, but you do need to be empathetic, detail-oriented, reliable, and eager to learn. Many of the questions you handle will not yet be automated, and your work will directly help us improve our product and processes over time. WHAT YOU’LL DO 1. Answer Customer Questions - Respond to customer inquiries via chat, email, and eventually phone. - Help customers understand their credit card, balances, due dates, payments, and app features. - Provide clear, friendly, and accurate answers using internal tools and knowledge bases. - Escalate complex or sensitive cases when needed. 2. Resolve Issues with Care & Accuracy - Help customers troubleshoot common issues (payments, transactions, account access). - Follow defined processes to resolve issues correctly and safely. - Identify when something doesn’t look right and raise it to the appropriate team. - Always prioritise customer trust, clarity, and compliance. 3. Learn the Product Deeply - Become an expert in our credit card product, app flows, and customer policies. - Stay up to date with changes to features, processes, and FAQs. - Use internal documentation and tools to provide consistent answers. 4. Improve Support Quality Over Time - Flag recurring customer issues or unclear processes to your manager. - Suggest improvements to FAQs, help articles, or canned responses. - Help identify questions that could eventually be automated. - Contribute feedback from real customer conversations to Product and Operations. WHAT WE’RE LOOKING FOR Required - Strong written communication skills in Spanish (English is a plus). - High empathy and a genuine desire to help people. - Attention to detail and ability to follow processes carefully. - Comfort using digital tools (support platforms, internal dashboards, messaging tools). - Reliability, ownership, and professionalism. - Willingness to learn and adapt in a fast-moving environment. Nice to Have - Previous experience in customer support, call centres, or service roles. - Experience supporting financial products (banking, credit cards, lending). - Comfort handling sensitive or emotional customer situations. - Basic familiarity with mobile apps or fintech products. THE TYPE OF WORK YOU’LL BE DOING - Handling customer questions that are not yet automated. - Providing clear explanations and guidance to customers. - Documenting interactions accurately in our support systems. - Following internal policies related to security, compliance, and customer data. - Working closely with Operations and Product teams by sharing customer feedback. - Helping ensure customers feel supported, informed, and respected. HOW YOU’LL CONTRIBUTE TO LENDABLE - Customer Trust: You help customers feel confident using their credit card. - Quality: You deliver accurate, friendly, and consistent support. - Learning: You continuously improve your understanding of the product and processes. - Feedback: You bring real customer insights back to the team. - Teamwork: You collaborate with other support agents and operations teams. - Reliability: You show up, follow processes, and handle responsibilities with care. WHAT SUCCESS LOOKS LIKE - Customers feel heard, helped, and respected. - Issues are resolved correctly and efficiently. - Escalations are handled appropriately. - Support interactions are well-documented. - Common customer issues are clearly identified and shared with the team. LIFE AT LENDABLE - Winning team: the opportunity to scale up one of the world’s most successful fintech companies - Flexible working: flexible approach tailored to each role. Hybrid roles require three days in-office weekly; fully remote roles include regular opportunities for in-person connection through socials and off-sites - Socials & connection: opportunities and events to come together, socialise, and get to know each other beyond the office walls - Health coverage: support for your physical and mental wellbeing, including private health cover - Retirement & savings: long-term financial wellbeing through retirement savings plans - Employee referral programme: earn a competitive bonus when you refer successful new team members - Office meals & snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations - Sustainable commuting: cycle-to-work and electric vehicle salary sacrifice schemes available in select locations Please note: The availability and details of specific benefits vary by location and role. For more information, please speak to your Talent Partner. Check out our blog https://blog.lendable.co.uk/!