Inbound Collections Team Lead

About ClearGrid

ClearGrid is on a mission to revolutionize the debt resolution industry. Were 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 the collections - starting from scratch with modern tools.

Were a fast-growing startup with ambitious goals and were looking for builders who are hungry to make a real dent in a space with massive untapped potential.

Role Overview

We are seeking an Inbound Collections Team Lead to lead and enhance our inbound operations across calls WhatsApp and email channels. This is not a traditional support role it is a performance-driven function focused on maximizing recovery outcomes from inbound borrower interactions.

This role sits at the intersection of sales operations and customer experience with a clear objective: Maximize conversion of inbound borrower interactions into successful repayments and resolutions.

Key Responsibilities:

• Lead and manage the inbound team handling calls emails and WhatsApp interactions

• Drive conversion of inbound borrower interactions into payments or PTPs

• Design and optimize inbound workflows queues and SLAs

• Monitor and improve key collection metrics (RPC PTP Kept PTP Resolution Rate CSAT)

• Implement structured follow-up and escalation processes

• Ensure the right balance between customer experience (empathy) and collections performance (firmness)

• Collaborate closely with:

  • Outbound collections teams

  • Product and tech teams (automation CRM improvements)

• Identify and implement automation opportunities across inbound channels

• Train and coach agents on communication negotiation and objection handling

Key Requirements:

• 4 years of experience in call centers collections inside/tele sales or customer service operations

• Proven experience managing high-volume inbound or sales teams

• Strong understanding of conversion funnels and performance metrics

• Experience in collections fintech BNPL or financial services is a strong plus

• Excellent communication and negotiation skills

• Experience working with CRM and dialer systems

• Ability to thrive in a fast-paced high-growth environment

What Were Looking For

• A builder not just a team lead

• Someone who understands that inbound revenue opportunity

• Strong balance of data-driven thinking customer empathy

• Comfortable owning both team performance and process design

Why Join ClearGrid

• Real ownership: Youll play a central role in building products that redefine how collections work in the future

• Massive industry impact: This is one of those rare spaces where almost everything is still to be built.

• High-growth team: Were scaling fast and the systems tools and processes you help create will shape our foundation.