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About Us
YouLend 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. 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, and also present in several European countries as well as the United States, servicing partners including eBay, Amazon, Just Eat, Shopify, and Stripe.
The Role
YouLend is looking to hire a Head of Customer Service. The Customer Service function handles inbound merchant service requests via phone, email, and live chat for UK & Europe, and manages complaints and online review platforms such as Google and Trustpilot.
The team consists of three bilingual sub‑teams distributed as follows:
* Team 1: 4 Service Executives
* Team 2: 4 Service Executives
* Team 3: 5 Service Executives
* Complaints Specialist
Reporting to three team leader managers and a Complaints Specialist, the role will liaise with the Head of Sales, Service, and Operations to drive operational improvements in the customer service merchant communication funnel, and work with key stakeholders such as the VP of Product and the Head of Regulatory Compliance.
Responsibilities
* 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 the 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 a strong, reliable feedback loop between policy and operations.
* Constantly improve team efficiency through numbers‑driven performance management and incentives.
Ideal Candidate
* Previous experience in leading and scaling Customer Service teams (small business lending product, cash advances preferred).
* Managed against call answer rates and email SLAs.
* Facts‑based problem solver with a get‑things‑done mentality.
* Excellent communicator capable of driving team performance, managing conflict, and handling demanding situations.
* Successful track record of delivering against ambitious targets.
* Exceptional oral and written communication, listening, and presentation skills.
* Proactive, take ownership, and act with urgency.
* Strong use of Excel or any data analysis software is a plus.
* Experience using HubSpot or Aircall is also a plus.
Benefits and Culture
* Award‑Winning Workplace: Recognised as one of the “Best Places to Work 2024 and 2025” by the Sunday Times.
* Award‑Winning Fintech: Recognised as a “Top 250 Fintech Worldwide” by CNBC.
* High‑growth environment with clear compensation and career growth opportunities.
* Well‑capitalised with supportive private equity backing.
* Part of Banking Circle Group with a fully licensed Luxembourg bank, supporting European expansion.
* High‑quality team environment that pushes each other to succeed through direct feedback and aligned incentives.
* Data‑driven culture and emphasis on speed (anti‑red tape).
* Stock Options.
* Private medical insurance via Vitality and dental insurance with BUPA.
* EAP with Health Assured.
* Enhanced maternity and paternity leave.
* Modern 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 / Paddle and yoga club.
At 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.
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