About the role
Lendscape is a prominent technology provider revolutionizing the global secured finance sector. Our mission is to empower financial institutions to optimize cash flow and offer unparalleled lending experiences to their SME clients through cutting-edge technology. Our software is the backbone of secured lending operations for over 130 banks and finance providers worldwide. Based in London, with regional offices in California and Singapore, Lendscape boasts a dynamic team of more than 180 skilled professionals.
Your Opportunity to Lead Customer Operations
We are seeking an accomplished Head of Customer Operations to significantly influence our customer support strategy and strengthen partnerships throughout our clients' journey with Lendscape.
This pivotal leadership position oversees teams responsible for customer support and operational service delivery. You will guarantee that our customers receive a reliable, transparent, and professional service while continuously enhancing our operational efficiency and platform support.
As a key operational leader, you will cultivate strong relationships with customers and work collaboratively across departments to ensure our service evolves in tandem with our product and customer base.
Main Responsibilities
The Head of Customer Operations will ensure an exemplary customer experience by leading teams that support our software and manage client services. This role encompasses incident resolution, service delivery management, and effective customer communication, ensuring our clients are supported, informed, and confident in their daily use of our platform.
This is a hands-on leadership role dedicated to maintaining service excellence, strengthening client relationships, and efficiently addressing issues with transparency and professionalism. You will engage constructively with your teams and act as an escalation point for customers during challenges, providing calm and clear direction to achieve resolution.
Collaboration with Engineering and Product teams is essential to guarantee customers receive a consistent, reliable, and predictable service experience.
