Customer Success Specialist

About the position

About Lendela

Founded in 2018, Lendela is a fast-growing fintech on a mission to simplify financing and enable greater financial access. Our platform matches borrowers with personalised loan options through a simple application, empowering borrowers with choice and transparency while offering an alternative to the cumbersome and opaque traditional lending landscape.

Since our inception, we have facilitated over 400,000 loan applications alongside more than 100 lending partners. In 2023, we successfully raised US$5 million in an oversubscribed Series A to scale our unique model across Asia Pacific. Our backers include Singlife co-founder Walter de Oude’s Chocolate Ventures as well as prominent Singapore-based VC firm Cocoon Capital. Lendela currently serves customers in Singapore, Hong Kong, and Australia. 

Why join us?

Your growth is our success: We believe that when you get to achieve your potential, consumers, investors, and the team all win. This is why we’re as invested in the company’s success as we are in yours, and joining us means that you’ll be working alongside people who genuinely want you to be the best you can be.

We’re in an industry with massive growth potential and huge challenges to solve: The global lending industry is vibrant, varied, and ripe for exponential growth — and we’re riding it hard. We have a significant advantage in APAC and are well-placed to solve the problems in the industry today. Joining us means that you’ll be at the forefront of this transformation.

We’re global and diverse: We operate across four exciting markets and are home to dozens of subject matter experts who honed their expertise in some of the world’s most recognisable companies. This means that you’ll get to work with diverse teams, expose yourself to game-changing ideas, and grapple with challenging problems every day.

We’re driven by what works: We’re guided by data in whatever we do, and we measure the results of every decision we make to ensure we’re constantly optimising for our business objectives. Joining us means you’ll get to embrace this data-driven way of working alongside true champions of it, aligning your growth with the outcomes you achieve.

Job Overview

Weʼre looking for a dynamic and ambitious Customer Success Specialist to join our team. A successful candidate will have the opportunity to work closely with the leadership and management teams across our markets to build the business together.

As a Customer Success Specialist, you will support the Customer Success team in Singapore by handling administrative tasks to streamline their workflow and ensure they have the capacity to drive our CX goals.

You will also be given the opportunity to learn about our different markets in your day-to-day, and gain insights into the rapidly growing lending space in Singapore as well as Asia Pacific, all while assisting with daily operations and facilitating the customer experience.

Responsibilities

• To act as the customers' main point of contact to ensure that their loan application, queries, expectations or issues are dealt with appropriately
• To build & maintain good customer relations by consistently communicating via calls and chat, and by following up with after sales service
• To create and update activity reports
• Support the team in executing small-scale projects, such as collecting and sending customer reviews, to enhance overall customer experience and feedback management.

Qualifications & Skills

• A minimum of one year of experience in customer success, support, or sales
• Minimum SPM Qualification
• English speaking oriented needed
• Experience handling customer queries via email, chat, or phone
• Experience in both a CS and customer-facing sales role is a plus
• Ability to handle multiple tasks, prioritize work and manage deadlines
• Outstanding negotiation & communication skills with the ability to handle challenges
• Familiar with, or keen to work in a fast-paced start-up environment
• Proficiency in English is required; additional languages are a plus
• Mandarin-speaking candidates will be prioritised at this moment

Place of work