Team Lead, Delinquent Customers

• We’re looking for a Team Lead to manage our delinquent customer operations and improve debt recovery performance.
• This is not a customer-facing collections role . Your focus will be on managing the team, workflows, systems and KPIs behind the collections process.

Responsibilities

• Manage the delinquency team: assign tasks, monitor execution and ensure KPIs are met.
• Own and improve collections KPIs and recovery performance.
• Manage collections workflows in our CRM and ERP, including statuses, triggers, automated sequences and task routing.
• Regularly review overdue accounts and prioritize recovery efforts.
• Identify process gaps and propose improvements to our collections system and workflows.
• Work with Operations, Customer Support and Development teams to implement improvements.
• Coordinate escalations to third-party agencies or law enforcement when needed.
• Report results, risks and improvement initiatives to senior management.
• 3+ years of experience in operations, customer support, collections or a related field.
• 2+ years of team management or supervisory experience.
• Experience in collections, debt recovery, or working with delinquent customers is a strong advantage.
• Strong ownership and ability to manage performance through KPIs.
• Comfortable working with CRM/ERP systems and operational processes.
• Fluent English (C1+). Russian is a plus.
• Availability during US Eastern Time business hours.

What We Offer

• Opportunity to join New York’s largest e-bike rental company , a fast-growing startup that has raised $20M+ in funding .
• Direct work with the company’s founders and significant ownership over an important business function.
• Opportunity to learn AI tools, automation and vibe coding — previous experience is not required.
• Company-funded courses in vibe coding, AI tools, automation and other relevant technical skills.
• Fully remote, full-time role (40 hours/week).
• Base salary $3000 + performance bonus.