Are you a customer-focused professional passionate about delivering exceptional service to customers?

We are looking for a Head of Customer Operations to join us and lead our fantastic team of 22 customer operations professionals located in both London and Bangalore.

Creditspring is a leading fintech subscription finance business offering loans, credit building and free personalised financial education resources to its members. As an FCA-regulated consumer credit company, our mission is to improve the financial stability and resilience of our members. We're providing them with the tools they need to better manage their finances and steering them away from high-cost, short-term credit options.

We've grown significantly in 2022 and have ambitious plans for 2023 and beyond, scaling our product and team at an exciting pace.

The ideal candidate will have extensive experience in customer relations, customer service and operations. They will be responsible for leading a team of customer operations executives and building a team and infrastructure to support our growth. They will work closely with the compliance team to ensure our services satisfy regulatory requirements and have impressive knowledge in this area of the business. The candidate should be an excellent communicator, a problem solver, self starter and have a proven track record of success in customer operations.

Core Responsibilities:

• Lead and motivate the Customer Operations team to deliver excellent customer support to our members
• Oversee the hiring, training, and performance management of the team
• Be a champion and our customers' voice by sharing feedback internally and advocating the customer to the rest of the company and your team
• Oversee and develop customer support policies alongside other teams to ensure consistent service delivery
• Ensure risk mitigation through diligent documentation of above
• Monitor and analyse customer service metrics and KPIs and use this data to identify problem areas and anticipate risk
• Develop strong, collaborative relationships with key internal and external stakeholders to test, implement and optimise processes, tools, and policies to achieve performance objectives
• Partner with other teams to discuss complex topics that your team will be assisting members with
• Assign responsibilities and manage the workload of the team under your supervision
• Ensure cohesion across both London and Bangalore customer operations teams for seamless teamwork
• Create and drive quarterly OKRS in line with company objectives
• Stay up-to-date with industry trends and best practices in customer service
• Be an active member of our management team
• Travel at least three times a year to the Bangalore office

Core skills:

• At least 10 years of experience in customer operations, 3 of which in a similar position
• Proven track record of successfully leading customer service teams in the consumer lending space
• Excellent communication and problem-solving skills
• Highly organised with ability to prioritise and delegate as appropriate
• Knowledge of customer service software and tools
• Knowledge of relevant industry regulations and standards
• Ability to work under pressure and independently motivated