Inbound Collections Team Lead

ClearGrid is on a mission to revolutionize the debt resolution industry. We’re 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.

We’re a fast-growing startup with ambitious goals, and we’re 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 We’re 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: You’ll 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: We’re scaling fast, and the systems, tools, and processes you help create will shape our foundation.