Back Office Support Team Lead (Customer Operations)

Inbank is a fintech company with an EU banking license. We design digital financial products that seamlessly merge financing and payments with shopping, ultimately empowering people to improve their quality of life. With a focus on innovation and growth, we are looking for talented people to join our team of 440+ people working across our offices in Estonia, Latvia, Lithuania, Poland and the Czech Republic. 

Behind every great customer experience is a team that keeps everything running smoothly.

At Inbank, we're looking for a Back Office Support Team Lead (Customer Operations) to lead our Loan Administration and Debt Collection teams. This role is about more than managing daily operations - it's about developing people, improving processes, and building an efficient, customer-focused operational environment.

This is a hands-on leadership role. Alongside leading your team and driving operational improvements, you'll be ready to roll up your sleeves and support the team in day-to-day operations whenever needed.

If you enjoy developing people, finding smarter ways of working, and creating meaningful change, we'd love to meet you.

• Lead, coach and support the Loan Administration and Debt Collection teams, helping people grow and perform at their best.
• Set clear goals, provide regular feedback, and foster a culture of accountability, collaboration and continuous learning.
• Plan team capacity and workloads to ensure smooth day-to-day operations.
• Lead by example by stepping into the team's daily work when needed and supporting the resolution of more complex operational cases.

• Organize and coordinate the daily work of the Loan Administration and Debt Collection teams.
• Monitor KPIs, SLAs and operational quality, ensuring an excellent service experience for both customers and partners.
• Ensure compliance with internal procedures and regulatory requirements.
• Provide hands-on support whenever needed to help resolve complex cases and ensure business continuity.

• Identify opportunities to simplify, standardize and automate operational processes.
• Analyze data and turn insights into practical improvements.
• Collaborate closely with Product, Risk, IT and Group colleagues to improve systems and customer operations.
• Lead or contribute to cross-functional initiatives that improve operational efficiency and customer experience.

• Experience in customer service, operations or lending, with the ambition to take the next step into a Team Lead role, or previous experience as a Team Lead.
• A genuine passion for developing people and helping teams succeed.
• Experience working with KPIs, operational performance and service quality.
• Strong analytical thinking and a continuous improvement mindset.
• Confidence in making decisions and driving change in a dynamic environment.
• A hands-on approach and willingness to support the team in day-to-day operations whenever needed.
• Fluent Latvian and English, both spoken and written.
• Previous experience in banking, lending or financial services will be considered an advantage.

• You'll have the opportunity to shape your team's development while improving the way we work.
• Your ideas won't stay on paper - you'll have the freedom to put them into practice.
• You'll work closely with both local and Group teams, gaining experience across multiple markets.
• You'll join a supportive team that values ownership, collaboration and continuous improvement.