Financial Support Team Leader

About Lendable

Lendable is on a mission to make consumer finance amazing: faster, cheaper and friendlier.

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 400 people
• Among the fastest-growing tech companies in the UK
• Profitable since 2017
• Backed by top investors including OTPP, Balderton Capital and Goldman Sachs
• Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot)

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 t

• oTake 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 on
• eWork in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status qu
• oBuild the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy liftin

g
Location: Chatham, Kent (hybrid model working 3 days a week in the offic

e)
Role Purp

oseThe Financial Support team is responsible for working with customers experiencing financial difficulty and struggling to make their contractual payments. Our primary role is to interact with customers to understand their circumstances to ensure we can offer a solution which is both affordable and sustainable and meets their individual nee

ds.As a Team Lead in our Financial Support team, you will lead, coach, and develop a team of approximately 10 front-line agents responsible for delivering exceptional service and support to customers, including those in complex or vulnerable circumstances. You will ensure the consistent achievement of key performance indicators (KPIs), use data and insight to foster continuous improvement, and champion initiatives that streamline processes and improve customer experiences. You will dedicate a substantial portion of your time (up to 30%) to identifying and supporting process improvements—leveraging frontline insights to inform automation, digital enhancements, and re-engineering of complex workflows. You will play a pivotal role developing your team, managing risk, ensuring compliance, and collaborating cross-functionally to deliver the best possible customer and business outcom

es.
Key Responsibili

tiesTeam Leadership & Develop

• mentLead, coach, and inspire a team of 10 agents, ensuring they deliver high-quality, empathetic support and achieve team and individual KPIs (e.g., customer satisfaction, quality, compliance, productivity, SL
• As).Foster a culture of accountability, continuous learning, and best practice—tailoring support and development to the needs of each team member and identifying emerging tal
• ent.Conduct regular individual and team performance reviews, providing actionable feedback and targeted coach

ing.Performance Management & Data-Driven Improve

• mentMonitor and analyse a variety of data sources (KPIs, dashboards, call listening, QA, customer feedback) to assess individual and team performa
• nce.Identify trends, performance gaps, opportunities for improvement, and design appropriate action plans to uplift service quality and efficie
• ncy.Escalate and resolve issues proactively, using data and customer insights to drive cha

nge.Process Excellence & Continuous Improve

• mentDedicate up to 30% of your time to reviewing customer and team interactions (calls, chats, digital correspondence, workflows) to identify process pain points and improvement opportunit
• ies.Collaborate cross-functionally with Product, Technology, and Operational teams to support automation, system enhancements, and re-engineering of complex proces
• ses.Champion and embed process changes—ensuring they improve customer journeys, efficiency, compliance, and accessibility, especially for vulnerable or high-risk custom

ers.Compliance, Risk & Qua

• lityEnsure your team's customer interactions meet regulatory and compliance standards relevant to all customer segments, with particular attention to those in vulnerable or complex situati
• ons.Promote risk awareness, adherence to policies, and corrective action where necess
• ary.Support in embedding governance, quality frameworks, and change management initiatives within the t

eam.Stakeholder Engagement & Communica

• tionCommunicate performance, risks, best practices, and improvement recommendations to the relevant Head of Department and across teams as requi
• red.Act as an advocate for frontline feedback and customer insight, driving positive change through cross-functional collaborat

ion.
Person Specific

ationExperience & S

• killsProven experience managing or supervising customer-facing, operations, or support teams in a regulated, fast-paced, and/or tech-enabled environ
• ment.Experience in driving the performance and development of individuals and teams against ambitious tar
• gets.Analytical skills, with the ability to interpret a range of data sources (dashboards, QA, customer feedback) to inform coaching and process improvem
• ents.Demonstrated ability to motivate, coach, and develop a diverse team; skilled at recognising and nurturing emerging ta
• lent.Comfortable working with CRM/case management systems, digital platforms, and supporting technology-driven change (automation, AI, e
• tc.).Strong written and verbal communication skills, with the ability to engage, motivate, and influence at all le
• vels.Experience working within compliance, risk management, or regulated environments is desir

able.Behaviours & App

• roachChampions a customer-first mindset: committed to delivering compassionate, fair, and tailored support—particularly for customers in vulnerable or complex situations—while always seeking opportunities to enhance efficiency and streamline the customer jou
• rney.Proactive and solutions-oriented; thrives on analysing problems, leading change, and delivering continuous improve
• ment.Data- and insight-driven; uses evidence to inform decision-making and team manage
• ment.Inclusive leader, motivating teams through change and fostering a culture of development, accountability, and collabora
• tion.Personally resilient, adaptable, and accountable; able to balance customer, business, and risk priori
• ties.Embraces technology, innovation, and new ways of working to deliver better outcomes for customers and collea

gues.The pr

• ocessA 30 minute call with our Talent
• teamA take home
• taskA competency interview with the Financial Support Operations Ma
• nagerA final interview with the Operations Dir

ector
Life at Le

• ndableThe opportunity to scale up one of the world’s most successful fintech com
• paniesBest-in-class compensation, including
• equityYou can work from home every Monday and Friday if you wish - on the other days we all come together IRL to be together, build and exchange
• ideasOur in-house chefs prepare fresh, healthy lunches in the office every Tuesday-Th
• ursdayWe care for our Lendies’ well-being both physically and mentally, so we offer coverage when it comes to private health ins
• uranceWe're an equal opportunity employer and are keen to make Lendable the most inclusive and open workspace in

London
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