Head of Customer Operations
Lendscape is a leading technology provider to the global secured finance market.
We are dedicated to helping financial institutions unlock cash flow and deliver exceptional lending experiences for their SME customers through innovative technology. Our software underpins the secured lending operations of over 130 banks and finance providers across the globe. Headquartered in London, with regional offices in California and Singapore, Lendscape is home to a team of over 180 talented professionals.
Your Opportunity to Lead Customer Operations
We are looking for a Head of Customer Operations to play a critical role in shaping how we support and partner with our customers throughout their journey with Lendscape.
This is a high-impact leadership role responsible for overseeing the teams that manage customer support and operational service delivery. You will ensure our customers experience a dependable, transparent and professional service while helping the organisation continually strengthen the way we operate and support our platform.
You will act as a key operational leader within the business, building strong relationships with customers and collaborating closely across teams to ensure our service continues to evolve as our product and customer base grow.
Main Function
The Head of Customer Operations is responsible for ensuring an exceptional in life customer experience by leading the teams that support our software and manage our service for clients. The role oversees incident resolution, service delivery management, and customer communications, ensuring our customers are supported, informed, and confident in their day-to-day use of the platform.
This is a hands-on operational leadership role focused on maintaining service quality, strengthening customer relationships, and ensuring that issues are addressed efficiently, transparently, and with a high degree of professionalism. The individual will be expected to engage constructively with their teams and be an escalation point for customers when challenges arise, providing calm, clear direction and ensuring matters are brought to resolution.
The role works closely with Engineering and Product to ensure customers receive a consistent, reliable, and predictable service experience.
Requirements
Responsibilities & Duties
Incident & Issue Management
- Be accountable for the support function, managing the Head of Application Support to ensure incidents and enquiries are diagnosed, prioritised, and resolved quickly and effectively.
- Ensure SLAs are achieved through efficient processes, strong quality controls, and use of intelligent automation and monitoring.
- Maintain robust problem management practices to reduce repeat incidents.
- Drive a detailed approach to understanding customer pain points and using insights to increase platform stability and service quality.
- Serve as the senior escalation point for live client issues, owning the escalation pathway from triage through to resolution and post-incident review
Service Delivery Management
- Oversee the SDM function, ensuring customers receive structured, reliable, and proactive service governance.
- Ensure SDMs coordinate effectively across Engineering, Product, Delivery and Account Management to represent the voice of the customer and maintain a consistent experience.
- Support SDMs in preparing and running service reviews, portfolio reporting, and customer communications.
Customer Relationships & Communication
- Take ownership of the customer experience post onboarding, ensuring all operational interactions are timely, transparent, and helpful.
- Act as a senior point of contact when customers require clarity, reassurance, or structured engagement to resolve concerns.
- Champion the Voice of the Customer across the organisation, ensuring feedback loops are embedded and acted upon.
- Use customer health insights to inform prioritisation discussions with members of the Operational Management team .
- Strengthen our digital support experience through continuous improvement of the customer portal, knowledge base, and proactive communications.
Operational Leadership
- Lead and develop support analysts and SDMs, ensuring they have the skills, tools, and coaching needed to provide excellent service.
- Foster a culture of accountability, ownership, and continuous improvement.
- Establish and refine processes for ticket management, issue triage, communication, and coordination with other teams.
- Define, track, and improve KPIs related to incident resolution, service quality, and customer satisfaction.
- Own workforce planning and capacity modelling for both the support and SDM functions, ensuring appropriate cover, skill mix, and headcount to meet demand.
Cross Functional Collaboration
- Partner with Engineering to prioritise technical debt and remedying recurring issues that impact customer experience.
- Collaborate with Product to ensure customer insights inform roadmap decisions and to reinforce the benefits of adopting standard product features.
- Work with Delivery to ensure a smooth transition from onboarding and upgrading into steady state operation, and that customers experience a cohesive journey.
Experience & Knowledge
- Proven leadership background in customer operations, software support and service delivery within enterprise software/SaaS.
- Strong expertise in incident management, customer communication, and operational excellence.
- Experience implementing scalable support processes, SLAs, and ITS aligned practices.
- Demonstrated ability to lead customer facing teams, driving measurable improvements in service performance.
- Skilled in managing customer interactions during complex or sensitive service situations with calmness, clarity, and professionalism.
- Data driven approach to decision-making, with strong analytical and communication skills.
- Passion for standardisation and product-led customer adoption.
- Comfortable operating within a matrix structure, maintaining cross-functional influence
Benefits
- Private medical care and cash plan
- Flexible working hours
- Continuous training
- Cycle scheme
- Learning and development
- Wellness and mindfulness perks
- Colleague volunteering
- Life assurance
- Work alongside a team developing and delivering innovative technology that creates huge value for a variety of local and international clients
Our culture
We are very proud of our culture and our way of working. Below are our shared values and behaviours that make up our work environment and our day-to-day experience at Lendscape.
Achieve great things, together: We are supportive and empathetic, always available to lend a hand when needed.
Go above and beyond for customers: We are customer centric and give 100% to deliver exceptional outcomes. Everyone is willing to go the extra mile to solve the customer’s biggest challenges and help them get ahead.
Embrace every opportunity: We’re inspired by opportunities to sustainably grow ourselves. Lendscape and our customers.
Rise to the challenge: We are self-motivated, empowered with flexibility and autonomy to work in our best way.
What to expect
We appreciate you taking the time to apply to this role with us, and we are committed to making your journey with us as positive as possible. Interviews are a team effort and we’re keen to address any queries you may have and to determine if you equally feel if we are the right choice for your career.
Lendscape is for everyone
Lendscape is passionate about ensuring that we remain a top performing business and a fantastic place to work - a place where everyone is comfortable to work. We’re a business that values equal opportunities for all and we celebrate the unique and diverse backgrounds and experiences of each individual.