Back Office Support Team Lead (Customer Operations)

Lead by example. Improve operations. Make a real impact.

Behind every great customer experience is a team that keeps everything running smoothly.

At Inbank, we're looking for a Back Office Support Team Lead (Customer Operations) to lead our Loan Administration and Debt Collection teams. This role is about more than managing daily operations - it's about developing people, improving processes, and building an efficient, customer-focused operational environment.

This is a hands-on leadership role. Alongside leading your team and driving operational improvements, you'll be ready to roll up your sleeves and support the team in day-to-day operations whenever needed.

If you enjoy developing people, finding smarter ways of working, and creating meaningful change, we'd love to meet you.

What you'll do?

Lead and develop your team

• Lead, coach and support the Loan Administration and Debt Collection teams, helping people grow and perform at their best.
• Set clear goals, provide regular feedback, and foster a culture of accountability, collaboration and continuous learning.
• Plan team capacity and workloads to ensure smooth day-to-day operations.
• Lead by example by stepping into the team's daily work when needed and supporting the resolution of more complex operational cases.

Drive operational excellence

• Organize and coordinate the daily work of the Loan Administration and Debt Collection teams.
• Monitor KPIs, SLAs and operational quality, ensuring an excellent service experience for both customers and partners.
• Ensure compliance with internal procedures and regulatory requirements.
• Provide hands-on support whenever needed to help resolve complex cases and ensure business continuity.

Improve the way we work

• Identify opportunities to simplify, standardize and automate operational processes.
• Analyze data and turn insights into practical improvements.
• Collaborate closely with Product, Risk, IT and Group colleagues to improve systems and customer operations.
• Lead or contribute to cross-functional initiatives that improve operational efficiency and customer experience.

What we're looking for?

• Experience in customer service, operations or lending, with the ambition to take the next step into a Team Lead role, or previous experience as a Team Lead.
• A genuine passion for developing people and helping teams succeed.
• Experience working with KPIs, operational performance and service quality.
• Strong analytical thinking and a continuous improvement mindset.
• Confidence in making decisions and driving change in a dynamic environment.
• A hands-on approach and willingness to support the team in day-to-day operations whenever needed.
• Fluent Latvian and English, both spoken and written.
• Previous experience in banking, lending or financial services will be considered an advantage.

Why you'll enjoy this role?

• You'll have the opportunity to shape your team's development while improving the way we work.
• Your ideas won't stay on paper - you'll have the freedom to put them into practice.
• You'll work closely with both local and Group teams, gaining experience across multiple markets.
• You'll join a supportive team that values ownership, collaboration and continuous improvement.

What we offer?

• Competitive salary: €2200-€2700 gross, depending on your experience.
• The opportunity to grow and develop in an international fintech company that values initiative and new ideas.
• A friendly and supportive team where colleagues help each other and celebrate successes together.
• Health insurance and sports compensation after successfully completing your probation period.
• A modern office in Riga with a view of the Old Town, plus fresh fruit, great coffee and snacks to keep you energized throughout the day.
• Additional vacation days after three years with us.
• A paid six-week sabbatical after four years, based on your performance.