Job Title: Customer Success and Operations Lead

Location: United Kingdom (Flexible/Hybrid)

About Us:

Prosper is a fast growing wealth-tech business based in London backed by some of the best investors in fintech. Our business has grown rapidly, focused on its mission that current wealth management solutions are just not good enough: There needs to be a fresh approach taken with a digital first, fair and transparent fee based platform, for the next generation.

We’re looking for a dynamic Customer Success Lead to initially run very hands on, then scale, our customer operations. This is a rare opportunity to join an early-stage fintech with ambitious growth plans, offering significant room for personal and professional growth into a senior leadership role.

The Role:

As Customer Success Lead, you will own the customer journey, from onboarding through retention, ensuring exceptional service delivery. Your focus will be on operational efficiency, leveraging automation, AI, and data-driven insights to help us scale without great cost. The reason this really matters is that Prosper knows that costs matter for our members - the lower we keep ours, the more our customers can keep of their hard earned wealth.

You’ll work closely with cross-functional departments (product, marketing, compliance) to drive customer satisfaction and contribute to the growth of our business. If you’re excited by the prospect of shaping the future of financial services and thrive in a fast-paced, entrepreneurial environment, we want to hear from you.

Key Responsibilities:

• Customer Experience Leadership:
  • Define and deliver a best-in-class customer experience strategy aligned with the company's vision.
  • Build and scale the customer success and service team, fostering a culture of excellence and accountability.
• Automation & AI Innovation:
  • Implement and optimise AI-driven customer support solutions, including chatbots and self-service tools.
  • Use automation to streamline workflows, enhance efficiency, and reduce costs without compromising quality.
  • Work with the engineering team to define the customer support technology stack that works in line with both marketing and our partners like Bondsmith and Seccl. We might not be able to build the dream solution day 1, but your role in helping us to understand and cost what that, is key.
• Operational Management:
  • Oversee customer support operations, ensuring timely and effective resolution of queries (KYC, AML, general service) and management of complaints through resolution.
  • Develop key performance indicators (KPIs) to monitor customer satisfaction and operational efficiency.
• Customer Insights & Advocacy:
  • Collect and analyse customer feedback to inform product and service improvements.
  • Act as the voice of the customer internally, driving changes to improve the overall experience.
• Scalability & Growth:
  • Create scalable systems and processes to support rapid customer base growth.
  • Collaborate with marketing and product teams to improve onboarding and engagement.

About You:

• Proven experience in customer success, customer service, or operations within a fintech, financial services, or tech-driven company.
• Awareness of the principles of Consumer Duty and other important FCA guidelines that will allow you to offer support and service in a compliant way, but as important a way that exceeds customer expectations.
• Understanding and interest in automation tools and AI technologies, with a track record of implementing innovative solutions.
• Passion for customer experience and a customer-first mindset.
• Demonstrated ability to lead and scale teams in a fast-paced, high-growth environment.