Marshmallow

Customer Operations Lead

Marshmallow

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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Job Level

Senior

About the role

  • Own the day-to-day operations of our car finance product, from customer queries to dealer and broker interactions, ensuring a smooth, reliable experience for all stakeholders.
  • Lead our underwriting and collections workflows, applying clear credit rules and judgement to help us write high‑quality business and manage risk effectively.
  • Directly build automation and AI into our operational workflows, using best in class AI tools, and working alongside our dedicated engineering and product team.
  • Build strong, responsive relationships with introducers (dealers and brokers), becoming their go-to contact and keeping applications moving quickly and transparently.
  • Proactively identify operational pain points and inefficiencies, feeding these into our product, engineering and credit teams to design better processes and tools.
  • Take full ownership for outcomes in your area, flexing to support weekend or out‑of‑hours needs when required and working closely with a small, high‑performing team to get things done.

Requirements

  • Experience in an operational or customer-facing role, ideally within a fintech, financial services, or other regulated environment.
  • Strong analytical skills and comfort working with data to make decisions (e.g. reviewing bank statements, credit reports, assessing customer risk etc).
  • Demonstrated experience using technology to improve processes (e.g. no-code tools, scripting, or automation/AI tools), or a strong desire and aptitude to learn.
  • Clear, confident communicator who can manage relationships with external partners (such as brokers or dealers) and handle sensitive customer conversations.
Benefits
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Applicant Tracking System Keywords

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Hard Skills & Tools
underwritingcollectionscredit assessmentdata analysisprocess improvementautomationAI integrationscriptingno-code tools
Soft Skills
analytical skillscommunicationrelationship managementproblem-solvingownershipflexibilitycustomer service