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.

· 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.

· 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.