Team Lead, Delinquent Customers
- Role
- Operations
- Experience
- Lead
- Employment
- Full-time
- Company size
- Startup
Open to PT only · UTC-5…UTC-4. Set where you work from to check your eligibility.
No BS summary
Manage delinquent customer operations and improve debt recovery performance by leading a team, optimizing workflows, systems, and KPIs, rather than direct customer-facing collections.
Required languages
Optional languages
We’re looking for a Team Lead to manage our delinquent customer operations and improve debt recovery performance.
This is not a customer-facing collections role . Your focus will be on managing the team, workflows, systems and KPIs behind the collections process.
Responsibilities
· Manage the delinquency team: assign tasks, monitor execution and ensure KPIs are met.
· Own and improve collections KPIs and recovery performance.
· Manage collections workflows in our CRM and ERP, including statuses, triggers, automated sequences and task routing.
· Regularly review overdue accounts and prioritize recovery efforts.
· Identify process gaps and propose improvements to our collections system and workflows.
· Work with Operations, Customer Support and Development teams to implement improvements.
· Coordinate escalations to third-party agencies or law enforcement when needed.
· Report results, risks and improvement initiatives to senior management.
Requirements
· 3+ years of experience in operations, customer support, collections or a related field.
· 2+ years of team management or supervisory experience.
· Experience in collections, debt recovery, or working with delinquent customers is a strong advantage.
· Strong ownership and ability to manage performance through KPIs.
· Comfortable working with CRM/ERP systems and operational processes.
· Fluent English (C1+). Russian is a plus.
· Availability during US Eastern Time business hours.
Benefits
What We Offer
· Opportunity to join New York’s largest e-bike rental company , a fast-growing startup that has raised $20M+ in funding .
· Direct work with the company’s founders and significant ownership over an important business function.
· Opportunity to learn AI tools, automation and vibe coding — previous experience is not required.
· Company-funded courses in vibe coding, AI tools, automation and other relevant technical skills.
· Fully remote, full-time role (40 hours/week).
· Base salary $3000 + performance bonus.
What you'll do
- Manage the delinquency team: assign tasks, monitor execution and ensure KPIs are met.
- Own and improve collections KPIs and recovery performance.
- Manage collections workflows in our CRM and ERP, including statuses, triggers, automated sequences and task routing.
- Regularly review overdue accounts and prioritize recovery efforts.
- Identify process gaps and propose improvements to our collections system and workflows.
What they require
- 3+ years of experience in operations, customer support, collections or a related field.
- 2+ years of team management or supervisory experience.
- Experience in collections, debt recovery, or working with delinquent customers is a strong advantage.
- Strong ownership and ability to manage performance through KPIs.
- Comfortable working with CRM/ERP systems and operational processes.
Benefits
- Opportunity to join New York’s largest e-bike rental company, a fast-growing startup that has raised $20M+ in funding.
- Direct work with the company’s founders and significant ownership over an important business function.
- Opportunity to learn AI tools, automation and vibe coding — previous experience is not required.
- Company-funded courses in vibe coding, AI tools, automation and other relevant technical skills.
- Fully remote, full-time role (40 hours/week).
Whizz is the largest e-bike subscription service for gig delivery workers in North America. We rent maintained, insured e-bikes to independent couriers on a monthly subscription.