Specialist in Credit Card Operations managing account updates and resolving customer inquiries. Compliance with regulations and collaboration with teams to improve process efficiency.
About the role
- Head of Customer Operations at Lendscape overseeing customer support and operational service delivery for clients. Leading teams to ensure exceptional customer experience and collaboration with engineering and product teams.
Responsibilities
- Ensure an exceptional in life customer experience by leading the teams that support our software and manage our service for clients.
- Oversee incident resolution, service delivery management, and customer communications.
- Act as a key operational leader building strong relationships with customers.
- Collaborate closely with Engineering and Product to ensure consistent service experience.
Requirements
- Proven leadership background in customer operations, software support and service delivery within enterprise software/SaaS.
- Strong expertise in incident management, customer communication, and operational excellence.
- Experience implementing scalable support processes, SLAs, and ITS aligned practices.
- Demonstrated ability to lead customer facing teams, driving measurable improvements in service performance.
- Skilled in managing customer interactions during complex or sensitive service situations with calmness, clarity, and professionalism.
- Data driven approach to decision-making, with strong analytical and communication skills.
- Passion for standardisation and product-led customer adoption.
- Comfortable operating within a matrix structure, maintaining cross-functional influence
Benefits
- Private medical care and cash plan
- Flexible working hours
- Continuous training
- Cycle scheme and sponsored gym
- Learning and development
- Wellness and mindfulness perks
- Colleague volunteering
- Life assurance
- Work alongside a team developing and delivering innovative technology that creates huge value for a variety of local and international clients
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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