Support & 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 Lendable is launching its credit card product in Mexico and building a founding local team. We're looking for someone to own the day-to-day operation of that product: the customer conversations, yes, but also the queues, the exceptions, the data behind them, and the tooling that makes all of it faster next month than it was this month. This is not a scripted support seat. Our support stack is heavily instrumented and increasingly AI-assisted, which means the routine answers are largely handled what's left is the interesting part: cases that don't fit the script, patterns nobody has noticed yet, and processes that still need a human to design them. You'll spend part of your week talking to customers and part of it figuring out why they had to contact us at all. We're a small team in a market we're still learning. The person who does well here is curious, comfortable being the one who doesn't wait to be told, and happy to wear whichever hat the day needs. WHAT YOU'LL DO 1. Own the daily operational queues, end to end - Run the recurring card-ops routines: blocked accounts, failed card deliveries, payments that need reconciling, applications stuck mid-flow - Take a case from first contact through to actual resolution, including the backend or ops step that fixes it — not just the reply to the customer - Keep queues clean and decisions auditable, and know which cases genuinely need another team versus which ones you can close yourself 2. Investigate, don't just respond - Dig into dashboards, internal tools, and customer records to work out what actually happened before deciding what to say - Reconstruct timelines across systems — application, card, transactions, payments and form a view on root cause - Spot irregularities early (fraud signals, broken flows, provider failures) and escalate with evidence and a hypothesis, not just a screenshot 3. Work alongside AI agents as part of your toolkit - Use AI assistants and internal agents to triage, draft, summarise, and pull data — and know when their output is wrong and shouldn't be shipped - Improve the prompts, macros, and knowledge sources those agents rely on when you see them getting things wrong or going stale - Help us decide which repetitive work should be automated next, and what needs to stay human 4. Turn recurring problems into fewer problems - Track what customers contact us about, quantify it, and bring the top patterns to Product, Risk, and Engineering with data attached - Write and maintain the runbooks, help articles, and macros the rest of the team uses - Reduce your own dependency on other teams: learn the internal tools, the SQL queries, and the ops scripts well enough to answer your own questions 5. Connect the dots across the business - Be the person who notices that a spike in one queue is caused by something three systems away - Bring the customer reality into product and risk decisions, and translate those decisions back into something a customer can understand in Spanish WHAT WE'RE LOOKING FOR - Excellent written Spanish and working English (our tools, docs, and much of the team operate in English) - Genuine analytical curiosity: you like taking something apart to understand why it broke, and you follow the thread further than you were asked to - Comfort with data and tooling — spreadsheets, dashboards, internal admin panels — and no fear of a query, an API response, or a log file - Hands-on experience using AI tools in real work (ChatGPT, Claude, Copilot, n8n or similar): you've briefed an assistant on a task, iterated on the prompt, checked its output, and formed opinions about where it fails. - We're not looking for an AI specialist — we're looking for someone who already works this way - A bias toward figuring it out: you exhaust what you can do yourself before escalating, and when you do escalate you arrive with context - Care and precision with people's money and personal data, and the judgement to slow down on sensitive or emotional cases - Comfort with ambiguity and shifting priorities in an early-stage team NICE TO HAVE - Experience in fintech, banking, lending, or payments operations - Any hands-on technical foundation: basic SQL, scripting, Python notebooks, workflow automation tools, or having built something small yourself - Experience owning a support or ops process, not just working inside one - Background in a fast-growing startup or a founding-team environment THIS ROLE IS PROBABLY NOT THE RIGHT FIT IF - You're looking for a defined script and a fixed queue to work through - You'd rather hand a problem to another team than learn the system behind it - You prefer stable, unchanging processes, ours will change frequently 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/!