About InDebted: InDebted provides future-thinking organisations with products and solutions to support overdue consumers through debt. Backed by technology with a human touch, we use machine learning and AI to personalise the collections journey and champion positive customer experiences — all so we can change the world of consumer debt for good.Founded in Australia, today we're a team of over 300 people living and working around the world. We're rapidly expanding throughout North America, the United Kingdom, Europe, Latin America and the Middle East. We’re a $50m revenue (and growing) organisation, having recently completed our Series C funding round, backed by leading investors such as Airtree. Now is an exciting time to join the team as we continue to make the experience of debt resolution smoother, and more human.As the Head of Customer Excellence, you will oversee the global  program of work across Training, Process Development, Process Improvement and Quality Assurance to ensure our Customer facing teams deliver exceptional support for our customers. You will drive continuous process excellence and improvement and collaborate with other leadership roles to execute key initiatives such as new market launches and business integrations. If you thrive in a fast-paced environment, excel at process improvement, and are motivated by the opportunity to innovate and enhance customer experiences, this role is the perfect fit for you.

About InDebtedInDebted provides future-thinking organisations with products and solutions to support overdue consumers through debt. Backed by technology with a human touch, we use machine learning and AI to personalise the collections journey and champion positive customer experiences — all so we can change the world of consumer debt for good.Founded in Australia, today we're a team of over 300 people living and working around the world. We're rapidly expanding throughout North America, the United Kingdom, Europe, Latin America and the Middle East. We’re a $50m revenue (and growing) organisation, having recently completed our Series C funding round, backed by leading investors such as Airtree. Now is an exciting time to join the team as we continue to make the experience of debt resolution smoother, and more human.As a Customer Experience Specialist, your primary role is to utilise your outstanding verbal and written communication skills to interact with customers who have outstanding debts. Your goal is to negotiate sustainable repayment plans and settlement agreements that align with both the customer's capabilities and our client’s objectives. If you thrive in a fast-paced environment, see challenges as opportunities to innovate, are motivated by the chance to build something great and help change the world of debt recovery for good, and delight in the growth and success of your team and the adulation of your customers, then this is the perfect fit for you.

About InDebtedInDebted provides future-thinking organisations with products and solutions to support overdue consumers through debt. Backed by technology with a human touch, we use machine learning and AI to personalise the collections journey and champion positive customer experiences — all so we can change the world of consumer debt for good.Founded in Australia, today we're a team of over 300 people living and working around the world. We're rapidly expanding throughout North America, the United Kingdom, Europe, Latin America and the Middle East. We’re a $50m revenue (and growing) organisation, having recently completed our Series C funding round, backed by leading investors such as Airtree. Now is an exciting time to join the team as we continue to make the experience of debt resolution smoother, and more human.As a Customer Experience Specialist you will deliver an unmatched experience to customers who are taking a first step on their path to financial fitness by resolving past due accounts. In this role, you will engage with customers via digital channels (email, SMS, live chat) to address their inquiries, negotiate payment solutions, and achieve optimal payment outcomes. You will be responsible for balancing the need to maximise collections performance with a commitment to delivering exceptional customer experiences, adhering to regulatory requirements, and ensuring compliance with internal processes. Your ability to blend empathy, compliance and process adherence, and performance-driven collections strategies will be key to success in this role.If you thrive in a fast-paced environment, see challenges as opportunities to innovate, are motivated by the chance to help change the world of debt recovery for good, and delight in the growth and success of your team and the adulation of your customers, then this is the perfect fit for you.

About InDebted: InDebted provides future-thinking organisations with products and solutions to support overdue consumers through debt. Backed by technology with a human touch, we use machine learning and AI to personalise the collections journey and champion positive customer experiences — all so we can change the world of consumer debt for good.Founded in Australia, today we're a team of over 300 people living and working around the world. We're rapidly expanding throughout North America, the United Kingdom, Europe, Latin America and the Middle East. We’re a $50m revenue (and growing) organisation, having recently completed our Series C funding round, backed by leading investors such as Airtree. Now is an exciting time to join the team as we continue to make the experience of debt resolution smoother, and more human.As a Customer Experience Specialist you will deliver an unmatched experience to customers who are taking a first step on their path to financial fitness by resolving past due accounts. In this role, you will engage with customers via digital channels (email, SMS, live chat) to address their inquiries, negotiate payment solutions, and achieve optimal payment outcomes. You will be responsible for balancing the need to maximise collections performance with a commitment to delivering exceptional customer experiences, adhering to regulatory requirements, and ensuring compliance with internal processes. Your ability to blend empathy, compliance and process adherence, and performance-driven collections strategies will be key to success in this role.If you thrive in a fast-paced environment, see challenges as opportunities to innovate, are motivated by the chance to help change the world of debt recovery for good, and delight in the growth and success of your team and the adulation of your customers, then this is the perfect fit for you.

Summary Description: As a Customer Experience Specialist you will deliver an unmatched experience to customers who are taking a first step on their path to financial fitness by resolving past due accounts.  If you thrive in a fast-paced environment, see challenges as opportunities to innovate, are motivated by the chance to help change the world of debt recovery for good, and delight in the growth and success of your team and the adulation of your customers, then this is the perfect fit for you.

  Our Customer function is inherently customer obsessed and is accountable for providing a remarkable customer experience that is critical to the growth of the business. As part of this team, our Customer Experience specialists ensure a positive end-to-end customer journey to promote loyalty, customer retention, and brand advocacy.As a Customer Experience Agent, you will manage and oversee the collection of outstanding accounts receivable from customers on our core business platform. This role involves working closely with team members and customers to ensure timely payment of early and late stage delinquencies with a focus on debt buyer and BNPL products. You will also mentor junior collection agents and support the Collections Manager in optimizing collection processes. If you thrive in a fast-paced environment, see challenges as opportunities to innovate, and delight in the growth and success of your team and the adulation of your customers, then this is the perfect fit for you.

About InDebtedInDebted provides future-thinking organisations with products and solutions to support overdue consumers through debt. Backed by technology with a human touch, we use machine learning and AI to personalise the collections journey and champion positive customer experiences — all so we can change the world of consumer debt for good.Founded in Australia, today we're a team of over 300 people living and working around the world. We're rapidly expanding throughout North America, the United Kingdom, Europe, Latin America and the Middle East. We’re a $50m revenue (and growing) organisation, having recently completed our Series C funding round, backed by leading investors such as Airtree. Now is an exciting time to join the team as we continue to make the experience of debt resolution smoother, and more human.We’re seeking a dynamic, results-driven Director of Customer Operations and Collections to lead our customer-facing operations in APAC/EMEA and ensure exceptional performance.As the Director of Customer Operations and Collections - APAC/EMEA, you will shape and lead InDebted’s customer operations strategy in APAC/EMEA delivering exceptional results for clients, customers and the business. Leading the teams managing customer interactions across multiple channels, including email, SMS, live chat, and voice, you will oversee operational execution to meet collections, revenue and margins targets, while maintaining the highest standards of customer experience, SLA adherence and compliance. The Director will manage key areas such as workforce planning, resource allocation, agent and team targets, incentivisation, agent performance development, operational efficiency and scaling both onshore and offshore teams to meet growing demands. You will also serve as the top escalation point for complex customer issues in APAC/EMEA and build trusted relationships with senior leaders and clients to drive mutual success. You will work closely with the Global Head of Excellence to ensure best practice in agent performance, operational processes, training, and quality assurance. You will also play a critical role in integrating newly acquired businesses in APAC/EMEA, ensuring seamless onboarding and operational alignment.This role requires exceptional analytical skills, an exceptional understanding of the drivers of agent performance, the tools and frameworks that bolster their performance and quality, and the ability to drive continuous improvement initiatives.