Ayan
Operations Associate
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About Ayan
Ayan Capital is a UK fintech founded by the team behind Alif Bank, which serves 10 million customers and processes over $1 billion in transactions every month. We started with FCA-regulated halal car finance. Since then, we've launched AyanCare, our breakdown protection plan, and we're launching AyanPay, a deferred credit product. We've also closed a £75m funding line. We're still early. The next step is building financial products for businesses, and the ambition beyond that is to build a global, generational company.
The role
You'll sit at the centre of our customer and operational workflows. You'll help customers from their first question, through getting approved and buying their car, to managing their account afterwards. You'll work across WhatsApp, email, phone and social media, while coordinating with underwriting and the wider operations team to get things done. This isn't a role where you just answer questions and pass problems on. We want people who take ownership, figure things out and improve the process behind the problem. It's also a strong starting point at Ayan. People who prove they can take on more responsibility move into other parts of the business. Our CEO, COO and Product Owners all started in this kind of customer-facing operational role.
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What you'll do
- Answer customers across WhatsApp, email, phone, Instagram and Facebook
- Help customers get from approval to driving away — including documents, vehicle checks, invoices and payments
- Work with underwriting and operations to unblock deals and resolve problems
- Help existing customers with payment dates, account changes, settlements and other queries
- Own difficult cases from beginning to end rather than passing them around
- Keep accurate records and communicate carefully in a regulated financial business
- Spot recurring customer problems and help fix the process behind them
- Improve standard answers and internal workflows so the same issues happen less often
- Identify complaints and make sure they're handled properly
What we're looking for
You don't need experience in finance. We'll teach you the product. We care much more about how you work.
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- Clear communication: you write and speak clearly and can explain things without jargon
- Empathy: you're patient with customers, including when they're frustrated or in difficult situations
- Organisation: you can handle multiple conversations and tasks without dropping things
- Ownership: when something goes wrong, your instinct is to figure out how to resolve it
- Hunger: you want responsibility, want to learn quickly and want to progress
- Attention to detail: you notice when something doesn't look right
- Learning speed: you pick up new systems, processes and information quickly
Nice to have
- Customer service or operations experience
- Experience managing social media comments or DMs
- Experience in finance or another regulated industry
- Experience in a startup or fast-moving environment
None of these are required.
Practical details
- Full-time
- London office, five days a week
- Competitive salary
- Significant opportunity to take on more responsibility as Ayan grows
Hiring process
- Intro call
- Interview with the team
- Short practical exercise
- Offer
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