Head Of Customer Service

Head of Customer Service

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, 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.

YouLend 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 the 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 Executives
• Team 2: 4 Service Executives
• Team 3: 5 Service Executives
• Complaints Specialist

You 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.

Responsibilities:

• Overall: 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 incentives