Customer Success Specialist

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 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

We’re looking for a dynamic and ambitious Customer Success Specialist to join our team in Malaysia. The successful candidate will have the opportunity to work with the senior leadership team across our markets to build the business together.

As a Customer Success Specialist, you will take full control of the customer experience (CX) at Lendela and get to drive our CX goals, define and own customer success, and help the business develop meaningful relationships with our users. You will also be given the opportunity to learn about our different markets in your day-to-day, and have the chance to work with regional colleagues on projects that extend beyond the Malaysia market. The successful candidate will also come with an understanding and prior exposure to CX and its core tenets, and bring fresh ideas for how our CX can be optimised.

Responsibilities

• To act as the user's main point of contact and ensure that their loan application, queries, expectations or issues are dealt with timely and in adherence to our CX principles and goals
• To liaise between customers and partners, to ensure optimal matching between the two
• To execute on and achieve sales targets, and help drive the most optimal outcomes for the borrowers we serve
• To develop & nurture customer relations based on CX principles and through consistent and active communication, and excellent post-application support
• To create and update activity reports

Qualifications & Skills