Customer Service Representative

About Us

YouLend is a rapidly growing FinTech that is the preferred embedded financing platform for many of the world’s leading e-commerce platforms, tech companies, and Payment Service Providers. Our software platform enables our partners to extend their value proposition by offering flexible financing products in their own branding, to their merchant base, without capital at risk. 

We are owned by the leading Private Equity company, EQT, and have grown +100% year-on-year since 2020. We are headquartered in London, UK, but are also present in several European countries as well as the United States where we service our partners, including eBay, Amazon, Just Eat, Shopify, and Stripe.

The Role:

In this role, you will communicate with business owners daily, answering inbound calls and addressing any questions they may have. Additionally, you will monitor our support and customer service inbox to ensure that we consistently reach top service levels. You will also work with various enterprise technology platforms and YouLend’s proprietary solutions to process applications and respond to customer queries. Handling complaints and ensuring customer satisfaction is a key responsibility, which involves problem-solving any issues that existing customers may encount

Responsibilities:

● Develop a strong understanding of YouLend’s financing products, application process, and customer journey to provide accurate and effective support to merchants and partners.

● Manage inbound and outbound customer communications via phone, email, and chat, ensuring every interaction is handled with professionalism, empathy, and care.

● Deliver a first-class service experience by resolving customer inquiries promptly and providing clear, accurate information regarding their funding or account status.

● Monitor and manage YouLend’s support inbox and ensure all inquiries are responded to within agreed service levels.

● Handle customer complaints or issues efficiently, using problem-solving and communication skills to reach positive resolutions for both the merchant and YouLend.

● Work closely with internal teams such as Sales, Risk, Operations, and Underwriting to ensure seamless communication and support across the full customer lifecycle.

● Accurately process and update customer information and application data across internal systems and CRM platforms.

● Assist merchants in navigating YouLend’s systems and tools, guiding them through next steps in their application or account management process.

● Manage a high volume of customer interactions while maintaining strong attention to detail, data accuracy, and time management.

● Demonstrate excellent verbal and written communication skills with the ability to adapt tone and approach to suit different customer needs.

● Uphold YouLend’s commitment to professionalism, responsiveness, and customer satisfaction in every interaction.

An Ideal Candidate will have:

● Strong attention to detail and accuracy is essential.

● Proven ability to work effectively under pressure and meet tight deadlines.

● Excellent interpersonal and communication skills (both written and verbal).

● Demonstrated problem-solving ability and initiative.

● Team-oriented with a collaborative approach to work.

● Positive attitude, reliability, and a strong work ethic.

● Proficient in Microsoft Office Suite; experience with financial systems or CRM tools is a plus.

● Previous experience in a funding, finance, or operations role is an advantage but not required.

Desirable skills:

● A target-driven mindset with a strong interest in sales and commercial success.

● Excellent written and verbal communication skills, with confidence interacting over phone and email.

● Comfortable using Microsoft Excel and working with data.

● A customer-first attitude with a passion for helping small businesses succeed.

Why join YouLend?

● Award-Winning Workplace: YouLend has been recognised as one of the “Best Places to Work in 2024 and 2025” by the Sunday Times for being a supportive, diverse, and rewarding workplace.

● Award-Winning Fintech: YouLend has been recognised as a “Top 250 Fintech Worldwide” company by CNBC.

It’s just getting fun:

● We have developed powerful solutions, won some significant partnerships, and are growing at a rapid pace. 

● But the global opportunity is still massive, and YouLend is a raw organisation where we are only just getting started. 

Lots of upsides:

● High-growth (>100% growth during 2022 and 2023), so clear outlook to compensation (bonus or share option appreciation) and career growth (through growth with business). 

● Well-capitalised with supportive private equity backing. 

● Part of Banking Circle Group with a fully licensed Luxembourg bank, which can provide a balance sheet and support European expansion in otherwise complex regulated markets. 

Motivating work environment:

● A high-quality team that pushes each other to succeed through direct feedback and aligned incentives. 

● Strong and transparent team culture, we have each other’s backs. 

● Independent work environment where results matter.  

● Data-driven culture and emphasis on speed (anti-red tape). 

We offer comprehensive benefits package that includes:

● Health Care Coverage. Youlend covers 80%; employee contribution is 20% of the premium.

● Medical Plan (medical insurance and prescription drug coverage)- Choice of 5 different plans through United Healthcare.

● Dental plan coverage

● Vision plan coverage

● Benefits can be for: Employee only; Employee & Spouse; Employee & Child; Employee & Family

● Retirement - 401K match. Employee match $1 for $1 up to 5% of salary.

● Basic Life & AD&D Insurance.

● International travel insurance covered if traveling abroad for work purposes.

● Paid Time Off (PTO)- 20 working days (4 weeks) + US public holidays

● Paid Office Parking

At YouLend, we champion diversity and embrace equal opportunity employment practices. Our hiring, transfer, and promotion decisions are exclusively based on qualifications, merit, and business requirements, free from any discrimination based on race, gender, age, disability, religion, nationality, or any other protected basis under applicable law.imination based on race, gender, age, disability, religion, nationality, or any other protected basis under applicable law. 

Salary: $40,000 + 10% bonus structure