Support & Operations Analyst

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

• 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

• Dig into dashboards, internal tools, and customer records to work out what actually happened before deciding what to say

• Reconstruct timelines across systems — application, card, transactions, payments and form a view on root cause

• Spot irregularities early (fraud signals, broken flows, provider failures) and escalate with evidence and a hypothesis, not just a screenshot

• Use AI assistants and internal agents to triage, draft, summarise, and pull data — and know when their output is wrong and shouldn't be shipped

• Improve the prompts, macros, and knowledge sources those agents rely on when you see them getting things wrong or going stale

• Help us decide which repetitive work should be automated next, and what needs to stay human

• Track what customers contact us about, quantify it, and bring the top patterns to Product, Risk, and Engineering with data attached

• Write and maintain the runbooks, help articles, and macros the rest of the team uses

• Reduce your own dependency on other teams: learn the internal tools, the SQL queries, and the ops scripts well enough to answer your own questions

• Be the person who notices that a spike in one queue is caused by something three systems away

• Bring the customer reality into product and risk decisions, and translate those decisions back into something a customer can understand in Spanish

• Excellent written Spanish and working English (our tools, docs, and much of the team operate in English)

• Genuine analytical curiosity: you like taking something apart to understand why it broke, and you follow the thread further than you were asked to

• Comfort with data and tooling — spreadsheets, dashboards, internal admin panels — and no fear of a query, an API response, or a log file

• Hands-on experience using AI tools in real work (ChatGPT, Claude, Copilot, n8n or similar): you've briefed an assistant on a task, iterated on the prompt, checked its output, and formed opinions about where it fails.

• We're not looking for an AI specialist — we're looking for someone who already works this way

• A bias toward figuring it out: you exhaust what you can do yourself before escalating, and when you do escalate you arrive with context

• Care and precision with people's money and personal data, and the judgement to slow down on sensitive or emotional cases

• Comfort with ambiguity and shifting priorities in an early-stage team

• Experience in fintech, banking, lending, or payments operations

• Any hands-on technical foundation: basic SQL, scripting, Python notebooks, workflow automation tools, or having built something small yourself

• Experience owning a support or ops process, not just working inside one

• Background in a fast-growing startup or a founding-team environment

• You're looking for a defined script and a fixed queue to work through

• You'd rather hand a problem to another team than learn the system behind it

• You prefer stable, unchanging processes, ours will change frequently

• Winning team: the opportunity to scale up one of the world’s most successful fintech companies

• Flexible working: flexible approach tailored to each role. Hybrid roles require three days in-office weekly; fully remote roles include regular opportunities for in-person connection through socials and off-sites

• Socials & connection: opportunities and events to come together, socialise, and get to know each other beyond the office walls

• Health coverage: support for your physical and mental wellbeing, including private health cover

• Retirement & savings: long-term financial wellbeing through retirement savings plans

• Employee referral programme: earn a competitive bonus when you refer successful new team members

• Office meals & snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations

• Sustainable commuting: cycle-to-work and electric vehicle salary sacrifice schemes available in select locations

Please note: The availability and details of specific benefits vary by location and role. For more information, please speak to your Talent Partner.

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