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Salary: GBP 30,000 - 39,000 / annual
Lendable is a UK-based fintech unicorn (800+ employees, profitable since 2017, backed by Balderton Capital and Goldman Sachs) on a mission to rebuild consumer finance products with modern technology. The company has successfully launched loans, credit cards, and car finance in the UK and is now expanding into the US market.
You will join the US Credit Card team as a Customer Service Specialist, supporting customers via phone, email, and chat. Your responsibilities include:
- Handling customer inquiries and resolving issues with care and efficiency, maintaining Lendable's commitment to customer-first service
- Achieving first-contact resolution on customer queries and needs
- Coordinating across internal teams and external partners to support the US Cards program
- Escalating risks or potential issues that could negatively impact customer outcomes
- Recording and responding to customer dissatisfaction, following complaint escalation procedures when needed
- Meeting individual and team performance targets aligned with business objectives
The role operates on rotating weekly shifts aligned with US business hours:
- Shift 1: 12:00 PM–9:00 PM UK time (Mon–Fri), hybrid with WFH Mon & Fri, in-office Tue–Thu
- Shift 2: 4:00 PM–1:00 AM UK time (Mon–Fri), fully remote
Training is 4–6 weeks in the London office (10 am–7 pm UK time, Mon–Fri). You'll receive 25 days annual leave plus 8 days (US holidays + Christmas).
Lendable offers private health cover, retirement savings plans, employee referral bonuses, complimentary lunches on in-office days, and cycle-to-work/EV salary sacrifice schemes.
REQUIREMENTS:
- Minimum 2 years in a customer-facing role (any industry)
- Excellent written and verbal communication, active listening, and rapport-building skills
- Ability to handle conflict gracefully, maintain composure, and recover quickly from challenging interactions
- Comfortable with technology and quick to learn new software
- Problem-solving mindset, ability to multitask, and process-improvement orientation
- Open to feedback, adaptable to fast-paced change
- Spanish speaking desirable but not essential
NICE TO HAVES:
- Previous financial services or consumer lending experience
- Familiarity with US-based work environments and customer expectations
