Team Lead - Customer Success & Collections
Skills
About This Role
About ClearGrid
ClearGrid is on a mission to revolutionize the debt resolution industry.
We’re using AI, automation, and real-time data to completely rethink how debt collection works, unlocking better outcomes for institutions and individuals alike.
Think of us as rebuilding collections from the ground up with modern technology.
We’re a fast-growing startup with ambitious goals, and we’re looking for builders who want to make a meaningful impact in a large, underserved market.
Role Overview
As a
Team Lead, Customer Success & Collections
, you will own the end-to-end success of one of ClearGrid’s key banking or fintech accounts.
You will lead a dedicated team of collectors while serving as the primary point of contact for the client.
Your focus will be on ensuring strong portfolio performance, maintaining excellent client relationships, and proactively identifying opportunities to improve recovery outcomes.
This role combines people leadership, operational oversight, and client relationship management, making it critical to the success and growth of ClearGrid’s largest accounts.
Key Responsibilities
- Lead and develop a dedicated team of collectors assigned to one of ClearGrid’s key banking or fintech accounts.
- Monitor portfolio performance across core collections KPIs, including Promise to Pay (PTP), Kept Promise, Right Party Contact (RPC), liquidation, roll rates, and recovery percentages.
- Analyze trends, identify root causes of underperformance, and implement action plans to improve recovery outcomes.
- Serve as the primary day-to-day point of contact for the client and build strong, trusted relationships with key stakeholders.
- Prepare and present weekly and monthly performance reports, business reviews, and actionable recommendations.
- Ensure service level agreements (SLAs), client expectations, and regulatory requirements are consistently met.
- Coach team members on performance, quality, and compliance, and manage attendance, productivity, and overall team effectiveness.
- Collaborate with Analytics, Technology, and Operations teams to resolve issues and continuously improve portfolio performance.
Key Requirements
- 5+ years of experience in collections, debt recovery, portfolio management, account management, or customer success.
- At least 2 years of experience leading a collections team.
- Strong understanding of collections KPIs, including PTP, Kept Promise, RPC, liquidation, roll rates, and recovery percentages.
- Experience managing relationships with banks, fintechs, or other financial institutions.
- Strong analytical skills with the ability to interpret performance data and translate insights into action.
- Advanced proficiency in Excel and PowerPoint; experience with Power BI, Looker, Tableau, or similar tools is a plus.
- Excellent communication, presentation, and stakeholder management skills.
- Strong leadership, coaching, and problem-solving abilities.
- Fluency in English is required; Arabic is a strong advantage.
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