Team Lead, Delinquent Customers

About the role

We are seeking a proactive Team Lead to oversee our delinquent customer operations. This role is not customer‑facing; instead, you will drive the performance of our collections process by managing the team, workflows, systems, and key metrics.

Key responsibilities

• Lead the delinquency team: assign tasks, monitor execution, and ensure KPI targets are met.
• Own and continuously improve collections KPIs and overall recovery performance.
• Configure and maintain collections workflows in our CRM and ERP, including statuses, triggers, automated sequences, and task routing.
• Review overdue accounts regularly, prioritize recovery actions, and coordinate escalations to third‑party agencies or law enforcement when required.
• Identify process gaps, propose enhancements, and collaborate with Operations, Customer Support, and Development teams to implement improvements.
• Report results, risks, and improvement initiatives to senior management.

Required profile

• Minimum 3 years of experience in operations, customer support, collections, or a related field.
• At least 2 years of team‑management or supervisory experience.
• Experience in collections, debt recovery, or handling delinquent customers is a strong advantage.
• Strong ownership mindset with the 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.

Required skills

What we offer

• Join the largest e‑bike rental company in New York, a fast‑growing startup backed by $20M+ in funding.
• Direct collaboration with the founders and significant ownership over a critical business function.
• Opportunities to learn AI tools, automation, and vibe coding with company‑funded courses.
• Fully remote, full‑time role (40 hours/week) with a base salary starting at $3,000 per month plus performance bonus.