Partner Service Executive

About Us

YouLend is the preferred global embedded financing platform for many of the world’s leading e-commerce sites, tech companies and payment services providers such as Amazon, eBay, Shopify, Mollie, Dojo, Paysafe, Just Eat Takeaway and Takepayments. Our software platform and APIs enable our partners to offer flexible financing products, in their desired branding, to their merchant base. With YouLend's AI-driven credit risk assessment solutions, more merchants and SMEs than ever can receive fast, flexible and affordable funding. We operate in 9+ geographies across the UK, EU and the US.

We believe that the future of financial services will be delivered by customer-oriented tech companies that embed financing in their customer journeys, and we are building the solutions that will power that future.

The Role:

As a Partner Service Executive, you will be the primary point of contact for payment consultants referred by one of YouLend’s key partners. This is a dedicated role focused on delivering exceptional service to a group of payment consultants, ensuring their experience is consistently smooth, responsive, and personalised. 

You will handle inbound queries from these merchants or payment consultants via phone, email, slack, and WhatsApp, supporting them throughout their funding journey. You’ll also monitor a partner-specific support inbox, manage ongoing communications, and resolve any concerns or complaints with care and professionalism. Your work will help strengthen our commercial relationship by ensuring their PCs receive best-in-class support. 

This is a high-impact role for someone who enjoys ownership and thrives in a fast-paced environment. You will be responsible for managing strategic stakeholder relationships and working closely with payment consultants who support their customers in accessing business funding through YouLend.

Key Responsibilities: 

• Serve as the go-to support contact for payment consultants associated with a specific partner. 

• Respond to inbound calls and emails from PCs and merchants with a strong focus on speed, clarity, and issue resolution. 

• Build relationships with merchants / PCs by demonstrating empathy, professionalism, and expert knowledge of our product. 

• Troubleshoot issues proactively and follow up to ensure satisfactory resolution. 

• Monitor a partner-specific support inbox and ticket queue, maintaining service-level expectations. 

• Collaborate with internal teams (typically sales team) to resolve merchant issues swiftly. 

• Identify trends in support issues and escalate partner-specific feedback to relevant teams. 

• Work within HubSpot, Aircall, Slack, and internal systems to update cases and support workflows efficiently. 

Requirements

Essential

• Exceptional written and verbal communication skills across phone, email, and live chat. 

• Empathetic and personable – able to build rapport with merchants quickly while handling complex or sensitive conversations. 

• Strong problem-solving skills with a proactive, can-do attitude. 

• Confidence to work autonomously and make appropriate judgment calls when needed. 

• Able to stay organised and manage multiple queries at once while maintaining attention to detail. 

• Experience in a customer-facing or support-focused role (1–2 years). 

• Comfortable navigating multiple systems while maintaining service quality. 

• Commercially minded, with the ability to build and manage external stakeholder relationships to support mutual success. 

Desirable: 

• Previous experience working with a fintech, lender, or FCA-regulated company. 

• Familiarity with HubSpot and/or Aircall. 

• Experience supporting third-party partnerships or working in a partner-facing environment. 

Benefits

Salary: £29,000 (+ £4k performance bonus)

Why join YouLend?

• Award-Winning Workplace: YouLend has been recognised as one of the “Best Places to Work 2024 and 2025” by the Sunday Times for being a supportive, diverse, and rewarding workplace.
• Award-Winning Fintech : YouLend has been recognised as a “Top 250 Fintech Worldwide” company by CNBC.

We offer comprehensive benefits package that includes:

• Stock Options
• Private Medical insurance via Vitality and Dental with BUPA
• EAP with Health Assured
• Enhanced Maternity and Paternity Leave
• Modern and sophisticated office space in Central London
• Free Gym in office building in Holborn
• Subsidised Lunch via Feedr
• Deliveroo Allowance if working late in office
• Monthly in office Masseuse
• Team and Company Socials
• Football Power League / Paddle Club

At YouLend, we champion diversity and embrace equal opportunity employment practices. Our hiring, transfer, and promotion decisions are exclusively based on qualifications, merit, and business requirements, free from any discrimination based on race, gender, age, disability, religion, nationality, or any other protected basis under applicable law.