{"id":75282,"url":"https://alion.io/job/lendable-support-operations-analyst","title":"Support & Operations Analyst","company":{"id":5868,"name":"Lendable","domain":"lendable.co.uk","url":"https://alion.io/company/lendable","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":80,"open_postings":11,"ghost_share":0,"stale_share":0.818,"repost_share":0,"time_to_fill_p50_days":36,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Analytics","role_family":"Analytics","seniority":null,"employment_type":"contractor","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mexico City, Mexico"],"countries":["MX"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"ChatGPT","optional":false},{"name":"Claude","optional":false},{"name":"Copilot","optional":false},{"name":"Machine Learning","optional":false},{"name":"n8n","optional":false},{"name":"SQL","optional":false},{"name":"Python","optional":true}],"status":"live","first_seen_at":"2026-08-13T16:24:04Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-17T06:28:46Z","board_verified":true,"closed_at":null,"days_open":64,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":64},"description":"About Lendable\nLendable 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:\nOne of the UK’s most exciting unicorns with a team of over 800 people\n\nAmong thefastest-growing tech companies in the UK\n\nProfitable since 2017\n\nBacked by top investors including Balderton Capital andGoldman Sachs\n\nLoved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot)\n\nSo far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers’ hands in minutes instead of days.\nWe’re growing fast, and there’s a lot more to do: we’re going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes.\nJoin us if you want to\nTake ownership: you are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1\n\nWork in small teams of exceptional people: Lendies are relentlessly resourceful. We challenge the status quo to solve problems and find smarter solutions\n\nBuild the best technology in-house: we use new data sources, machine learning and AI to make machines do the heavy lifting\n\nAbout the Role\nLendable is launching its credit card product in Mexico and building a founding\nlocal team. We're looking for someone to own the day-to-day operation of that\nproduct: the customer conversations, yes, but also the queues, the exceptions,\nthe data behind them, and the tooling that makes all of it faster next month\nthan it was this month.\nThis is not a scripted support seat. Our support stack is heavily instrumented\nand increasingly AI-assisted, which means the routine answers are largely\nhandled what's left is the interesting part: cases that don't fit the script,\npatterns nobody has noticed yet, and processes that still need a human to design\nthem. You'll spend part of your week talking to customers and part of it\nfiguring out why they had to contact us at all.\nWe're a small team in a market we're still learning. The person who does well\nhere is curious, comfortable being the one who doesn't wait to be told, and\nhappy to wear whichever hat the day needs.\nWhat You'll Do\n1. Own the daily operational queues, end to end\nRun the recurring card-ops routines: blocked accounts, failed card deliveries, payments that need reconciling, applications stuck mid-flow\n\nTake 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\n\nKeep queues clean and decisions auditable, and know which cases genuinely need another team versus which ones you can close yourself\n\n2. Investigate, don't just respond\nDig into dashboards, internal tools, and customer records to work out what actually happened before deciding what to say\n\nReconstruct timelines across systems - application, card, transactions, payments and form a view on root cause\n\nSpot irregularities early (fraud signals, broken flows, provider failures) and escalate with evidence and a hypothesis, not just a screenshot\n\n3. Work alongside AI agents as part of your toolkit\nUse AI assistants and internal agents to triage, draft, summarise, and pull data - and know when their output is wrong and shouldn't be shipped\n\nImprove the prompts, macros, and knowledge sources those agents rely on when you see them getting things wrong or going stale\n\nHelp us decide which repetitive work should be automated next, and what needs to stay human\n\n4. Turn recurring problems into fewer problems\nTrack what customers contact us about, quantify it, and bring the top patterns to Product, Risk, and Engineering with data attached\n\nWrite and maintain the runbooks, help articles, and macros the rest of the team uses\n\nReduce your own dependency on other teams: learn the internal tools, the SQL queries, and the ops scripts well enough to answer your own questions\n\n5. Connect the dots across the business\nBe the person who notices that a spike in one queue is caused by something three systems away\n\nBring the customer reality into product and risk decisions, and translate those decisions back into something a customer can understand in Spanish\n\nWhat We're Looking For\nExcellent written Spanish and working English (our tools, docs, and much of the team operate in English)\n\nGenuine analytical curiosity: you like taking something apart to understand why it broke, and you follow the thread further than you were asked to\n\nComfort with data and tooling - spreadsheets, dashboards, internal admin panels - and no fear of a query, an API response, or a log file\n\nHands-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.\n\nWe're not looking for an AI specialist - we're looking for someone who already works this way\n\nA bias toward figuring it out: you exhaust what you can do yourself before escalating, and when you do escalate you arrive with context\n\nCare and precision with people's money and personal data, and the judgement to slow down on sensitive or emotional cases\n\nComfort with ambiguity and shifting priorities in an early-stage team\n\nNice to Have\nExperience in fintech, banking, lending, or payments operations\n\nAny hands-on technical foundation: basic SQL, scripting, Python notebooks, workflow automation tools, or having built something small yourself\n\nExperience owning a support or ops process, not just working inside one\n\nBackground in a fast-growing startup or a founding-team environment\n\nThis role is probably not the right fit if\nYou're looking for a defined script and a fixed queue to work through\n\nYou'd rather hand a problem to another team than learn the system behind it\n\nYou prefer stable, unchanging processes, ours will change frequently\n\nLife at Lendable\nWinning team: the opportunity to scale up one of the world’s most successful fintech companies\n\nFlexible 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\n\nSocials & connection: opportunities and events to come together, socialise, and get to know each other beyond the office walls\n\nHealth coverage: support for your physical and mental wellbeing, including private health cover\n\nRetirement & savings: long-term financial wellbeing through retirement savings plans\n\nEmployee referral programme: earn a competitive bonus when you refer successful new team members\n\nOffice meals & snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations\n\nSustainable commuting: cycle-to-work and electric vehicle salary sacrifice schemes available in select locations\n\nPlease note: The availability and details of specific benefits vary by location and role. For more information, please speak to your Talent Partner.\nCheck out our blog!","description_format":"text","description_chars":7202,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Spanish","level":"All levels","optional":false}]},"benefits":["Flexible schedule","Office meals","Retirement plans"],"hiring_locations":[{"name":"Mexico","iso":"MX","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Consumer Loans & Pawnshops"],"lifecycle":[{"event":"open","at":"2026-08-13T16:24:04Z"},{"event":"close","at":"2026-09-01T16:00:00Z"},{"event":"reopen","at":"2026-10-06T14:26:33Z"},{"event":"close","at":"2026-10-13T23:47:27Z"},{"event":"reopen","at":"2026-10-14T19:33:13Z"}],"visa":[],"liveness":{"score":10,"band":"cold","label":"Long shot","p_open":1,"p_active":0.288,"p_room":0.36,"age_days":64,"expected_fill_days":36,"reasons":["conf:3","stale_co","velocity","win:tail","crowd:"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/lendable-support-operations-analyst","json_url":"https://alion.io/job/lendable-support-operations-analyst.json","meta":{"generated_at":"2026-10-17T07:57:39Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10738,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-18T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5868},"rest":"https://alion.io/mcp/rest/get_company?id=5868"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Flendable-support-operations-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Flendable-support-operations-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Flendable-support-operations-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/lendable-support-operations-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Flendable-support-operations-analyst"}]}