Team Lead, Delinquent Customers

Whizz

Remote

United States

Full-time

Base salary $3000/month + performance bonus

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Skills

Collections team management KPI ownership CRM/ERP workflows Performance management Process improvement Escalation coordination Reporting to senior management

About the role

Team Lead for Whizz's delinquency team - not a customer-facing collections role. Manages a team executing collections workflows, KPIs, and recovery performance for New York's largest e-bike rental company.

Requirements

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 you'll do

Manage the delinquency team: assign tasks, monitor execution, ensure KPIs are met
Own and improve collections KPIs and recovery performance
Manage collections workflows in CRM and ERP (statuses, triggers, automated sequences, task routing)
Regularly review overdue accounts and prioritize recovery efforts
Identify process gaps and propose improvements
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