Support & Operations Analyst

About Lendable Lendable is on a mission to build the world's best technology to help people get credit and save money. We're building one of the world’s leading fintech companies and are off to a strong start: One of the UK’s most exciting unicorns with a team of over 800 people Among the fastest-growing tech companies in the UK Profitable since 2017 Backed by top investors including Balderton Capital and Goldman Sachs Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot ) So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance . We get money into our customers’ hands in minutes instead of days. We’re growing fast, and there’s a lot more to do: we’re going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes. Join us if you want to Take ownership: you are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1 Work in small teams of exceptional people: Lendies are relentlessly resourceful. We challenge the status quo to solve problems and find smarter solutions Build the best technology in-house : we use new data sources, machine learning and AI to make machines do the heavy lifting About the Role Lendable is launching its credit card product in Mexico and building a founding local team. We're looking for someone to own the day-to-day operation of that product: the customer conversations, yes, but also the queues, the exceptions, the data behind them, and the tooling that makes all of it faster next month than it was this month. This is not a scripted support seat. Our support stack is heavily instrumented and increasingly AI-assisted, which means the routine answers are largely handled what's left is the interesting part: cases that don't fit the script, patterns nobody has noticed yet, and processes that still need a human to design them. You'll spend part of your week talking to customers and part of it figuring out why they had to contact us at all. We're a small team in a market we're still learning. The person who does well here is curious, comfortable being the one who doesn't wait to be told, and happy to wear whichever hat the day needs. What You'll Do 1. Own the daily operational queues, end to end Run the recurring card-ops routines: blocked accounts, failed card deliveries, payments that need reconciling, applications stuck mid-flow Take a case from first contact through to actual resolution, including the backend or ops step that fixes it — not just the reply to the customer Keep queues clean and decisions auditable, and know which cases genuinely need another team versus which ones you can close yourself 2. Investigate, don't just respond Dig into dashboards, internal tools, and customer records to work out what actually happened before deciding what to say Reconstruct timelines