Head of Customer Service

About UsYouLend is a rapidly growing FinTech that is the preferred embedded financing platform for many of the world’s leading e-commerce platforms, tech companies, and Payment Service Providers. Our software platform enables our partners to extend their value proposition by offering flexible financing products in their own branding, to their merchant base, without capital at risk.Remember to check your CV before applying Also, ensure you read through all the requirements related to this role.We are owned by the leading Private Equity company, EQT, and have grown +100% year-on-year since 2020. We are headquartered in London, UK, but are also present in several European countries as well as the United States where we service our partners, including eBay, Amazon, Just Eat, Shopify, and Stripe.The RoleYouLend is looking to hire a ‘Head of Customer Service’. The Customer Service function at YouLend is responsible for handling our inbound merchant service requests via phone lines, email and live chat for UK & Europe. The function also looks after complaints and our online review platforms – namely Google and Trustpilot.The role would lead a team consisting of three bilingual sub-teams, and ~17 FTEs (distributed as below) and have three team leader-level managers and a Complaints Specialist, reporting into them:Team 1: 4 Service ExecutivesTeam 2: 4 Service ExecutivesTeam 3: 5 Service ExecutivesComplaints SpecialistYou will get an opportunity to liaise with the Head of Sales, Service, and Operations team to drive operational improvements in the Customer Service merchant communication funnel. You will work with key stakeholders, including the VP of Product, where you will represent our merchant perspective and with the Head of Regulatory Compliance, where you will continue to shape our complaints process.At YouLend, our merchants are at the heart of what we do, so driving positive outcomes through the management of the team is pivotal here – with key KPIs being our call answer rate, our email SLAs and our chatbot responsiveness.ResponsibilitiesOverall: Keep the current team running well and hitting KPIs, whilst contributing proactively to building the next generation of Customer Service at YouLend.Hire, manage, and mentor your next level of managers.Motivate the broader team by building a supporting culture where learning and development are at its centre.Work closely and collaboratively with Sales, Credit, Product and compliance to ensure we build a strong, reliable feedback loop between policy and operations.Constantly improve team efficiency through numbers-driven performance management and incentivesThe ideal candidate will have the following skillset:Have previous experience in leading and scaling Customer Service teams (small business lending product, cash advances preferred).Have managed against call answer rates and email SLAs.Are a facts-based problem solver and have a get-things-done mentality.Are a great communicator with an ability to drive team performance, manage conflict, and demanding situations.Successful track record of delivering against ambitious targets.Exceptional oral and written communication, listening, and presentation skills.You will be proactive, take ownership, and act with urgency.Strong use of Excel or any data analysis software is a plus.Experience using Hubspot or Aircall in previous roles is also a plus.Why join YouLend?Award-Winning Workplace:YouLend has been recognised as one of the “Best Places to Work 2025” by the Sunday Times for being a supportive, diverse, and rewarding workplace.Award-Winning Fintech: YouLend has been recognised as a “Top 250 Fintech Worldwide” company by CNBC.It’s just getting fun:We have developed powerful solutions, won some significant partnerships, and are growing at a rapid pace.But the global opportunity is still massive, and YouLend is a raw organisation where we are only just getting started.Lots of upside:High-growth (>100% growth during 2022 and 2023), so clear outlook to compensation (bonus or share option appreciation) and career growth (through growth with business).Well-capitalised with supportive private equity backing.Part of Banking Circle Group with a fully licensed Luxembourg bank, which can provide a balance sheet and support European expansion in otherwise complex regulated markets.Motivating work environment:A high-quality team that pushes each other to succeed through direct feedback and aligned incentives.Strong and transparent team culture, we have each other’s backs.Independent work environment where results matter.Data-driven culture and emphasis on speed (anti-red tape). xpwpeyx BenefitsWe offer a comprehensive benefits package that includes:Stock OptionsPrivate Medical insurance via VitalityEAP with Health AssuredEnhanced Maternity and Paternity LeaveModern and sophisticated office space in Central LondonFree Gym in office building in HolbornSubsidised Lunch via FeedrDeliveroo Allowance if working late in officeMonthly in office MasseuseTeam and Company SocialsFootball Power League / Squash ClubAt YouLend, we champion diversity and embrace equal opportunity employment practices. Our hiring, transfer, and promotion decisions are exclusively based on qualifications, merit, and business requirements, free from any discrimination based on race, gender, age, disability, religion, nationality, or any other protected basis under applicable law.#J-18808-Ljbffr