Job Title: Customer Success Lead
Company: Plend
Location: UK - London
Commitment: Full-time

Salary band: £50,000-£60,000

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About Plend

For too long, the credit system has been a game of chance. At Plend, we’re on a mission to level the playing field of loans, giving everyone a chance to access a loan they can afford.

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We’re proudly a B-Corp company and are dedicated to making a positive impact in everything we do. We are searching for a Customer Success Lead to join our team and support us in our mission of promoting financial inclusivity.

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Role overview

• Leading the customer success function (currently 2 team members), ensuring timely and compassionate responses across live chat, emails and phone calls in line with the company’s tone and brand values
• Serving as the primary escalation point for complex queries or third party interactions (FOS etc)
• Developing a high-performing, mission-aligned team culture focused on impact and integrity
• Tracking key performance metrics for our customers and our team such as NPS, QA and CSAT as well reporting on collections performance, recovery rates and customer outcomes
• Managing collections activity; covering pre-arrears through to default
• Continually improving our collections processes that balance commercial outcomes with customer wellbeing in line with Consumer Duty
• Liaising with third-party collections partners, ensuring they meet Plend’s standards and customer outcomes
• Responsible for the management of customer payments and refunds
• Managing internal and external complaints, including liaising with the Financial Ombudsman and building case studies if and when required

Who you are

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Essential requirements: ‍

• 2+ years of experience in a customer success, operations, or collections role in a fintech, lender, or regulated environment
• Strong leadership skills with the ability to grow and manage a high-performing team
• Experience managing or building collections strategies and processes
• Able to navigate tough conversations in a human and effective way
• Comfortable using tools such as Zendesk, Metabase, and collections management platforms
• Knowledge of FCA regulation (especially Consumer Duty and handling of vulnerable customers)
• Passion for improving financial inclusion and delivering ethical financial services
• Ability to spin multiple plates at the same time
• A ‘doer’ not just a ‘talker’

Preferred requirements:

• Experience in a lending business
• Experience with open-banking

It’s also important that you’re ambitious and ready to get your hands dirty. Working in a fast paced, start-up environment means that you’re likely to get involved in other parts of the business and there can be times when it’s all hands on deck!

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The perks

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As part of joining the team, you’ll also have access to the below perks:

• Remote working now, hybrid working early 2025
• 40 days total annual leave (how good is this, right?) plus your Birthday off 🥳
• Monthly social activities
• The chance to make an impact in the financial inclusion space and help change the credit game!

Ready to Apply?

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If this sounds like a bit of you and you think you have what it takes to join our agile team, please apply! To complete your application, head to the Welcome to the Jungle job post by following this link

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The application proccess:

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1. Apply with your profile

2. Interview with COO (line manager for role) and CEO to talk through your experience and why this role stands out to you

3. Meet some of the team!

4. Offer of role

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We look forward to hearing from you!

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At Plend, we’re committed to creating a diverse environment and are proud to be an equal opportunity employer. 

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All applicants who have the necessary experience will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Plend is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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