Customer Operations Executive, US Cards

Lendable

Customer Operations Executive responsible for supporting US customer inquiries via phone, email, and chat. Driving the success of Lendable's US Cards program through critical operational processes.

Posted 7/10/2026full-timeLondon • 🇬🇧 United KingdomJuniorMid-Level💰 £30,000 - £39,000 per yearWebsite

About the role

Key responsibilities & impact

Interacting directly with customers via phone, email, and chat to answer questions and resolve issues with care and efficiency (and to the highest standard).
Ensuring every interaction reflects our commitment to putting customers first and that customer demand is met when it comes to query resolution.
Coordinating across internal teams and external partners to drive the success of the US Cards program.
Interact directly with customers via voice/non-voice as part of your role to ensure customer demand is met and customers achieve first-contact resolution on their query/need.
Escalating risks or potential risks that may negatively impact good customer outcomes.
Identifying and recording customer dissatisfaction against Lendables processes and responding appropriately to achieve complaint resolution, where complaint resolution is not possible following complaint escalation procedures.
Meeting defined individual and team performance targets to ensure delivery of key business and department objectives.

Requirements

What you’ll need

At least 2 years in any industry in a customer-facing role, with a track record of connecting with and helping others.
You’re curious, quick to assess situations, and skilled at finding effective solutions.
Excellent written and verbal communication skills, active listening and rapport-building abilities.
You handle conflict gracefully, recover quickly from challenging interactions, and maintain composure.
Comfortable with technology and quick to learn new software.
Open to feedback, eager to improve, and adaptable to change in a fast-paced environment.
Enjoy solving problems independently, multitasking, and improving processes.
Spanish Speaking, desirable but not essential.

Benefits

Comp & perks

25 days annual leave plus 8 days (US holidays + Christmas day guaranteed)
Flexible working: flexible approach tailored to each role. Hybrid roles require three days in-office weekly; fully remote roles include regular opportunities for in-person connection through socials and off-sites
Health coverage: support for your physical and mental wellbeing, including private health cover
Retirement & savings: long-term financial wellbeing through retirement savings plans
Employee referral programme: earn a competitive bonus when you refer successful new team members
Office meals & snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations
Sustainable commuting: cycle-to-work and electric vehicle salary sacrifice schemes available in select locations

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Active ListeningRapport-BuildingAdaptabilityMultitaskingCuriosity