Job Title: Head of Customer Success & Service

Location: United Kingdom (Flexible/Hybrid)

About Us:

Prosper is

We’re looking for a dynamic Customer Success Lead to 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 be responsible for building and leading a world-class customer experience function. You’ll 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 create scalable solutions.

You’ll work closely with cross-functional teams (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 optimize AI-driven customer support solutions, including chatbots and self-service tools.
  • Use automation to streamline workflows, enhance efficiency, and reduce costs without compromising quality.
• Operational Management:
  • Oversee customer support operations, ensuring timely and effective resolution of queries.
  • Develop key performance indicators (KPIs) to monitor customer satisfaction and operational efficiency.
• Customer Insights & Advocacy:
  • Collect and analyze 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.
• Deep understanding of 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.
• Excellent problem-solving and decision-making skills, with a data-driven approach.