Team Lead, Delinquent Customers
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 from $3000 + performance bonus.