Senior Software Engineer - Customer Operations Platform
Hybrid in London, UK (1-2 days per week).
About the role
iwoca’s operational tools and processes are a competitive advantage, allowing us to give great customer service, manage risk, and get money into our customers’ hands as quickly as possible. You’ll join our growing Customer Operations Platform team to help improve the systems that power these processes, building tailored flows for our Operations teams, automating processes using AI, using ML models to make smarter decisions, and improving the reliability of our communication services. You’ll work closely with our Operations teams, getting user feedback and input on requirements from users working in the same building, and seeing the impact of your changes on the people you work with.
The company
Small businesses move fast. Opportunities often don’t wait, and cash flow pressures can appear overnight. To keep going, and growing, SMEs need finance that’s as flexible and responsive as they are. That's why we built iwoca. Our smart technology, data science and five-star customer service ensures business owners can act with the speed, confidence and control they need, exactly when it's needed. Our ultimate mission is to support one million SMEs in their defining moments, creating lasting impact for the communities and economies they drive.
Responsibilities and Autonomy
- Take the lead on complex projects that span many systems and many stakeholders — e.g. CRM, telephony, contact, and task management.
- Build a strong understanding of the business context: how our ops teams actually work, how the processes you're automating are supposed to run, and what the people relying on your systems need from them.
- Do the detailed technical scoping and prototyping that tells us whether an idea is feasible before it reaches the roadmap.
- Take on complex coding and architecture problems with a high level of ambiguity and technical complexity.
- Write fluent technical documents and developer tickets distilling product requirements into clear and actionable technical work.
- Build relationships with key stakeholders including Operations Strategy, Credit Analysts, Account Managers, and Collections teams.
- Mentor junior developers, fostering a learning environment that encourages experimentation and innovation.
- Embody our growth mindset mentality by sharing new technologies and best practices within the team as well as more broadly across the company.
The projects
- iwocaChat: Operations staff spend a large share of their day assembling context from multiple systems before they can help a customer. iwocaChat uses Claude to answer those questions directly, so staff spend their time on the customer rather than the lookup.
- Migrating the monolith: We are incrementally moving business logic out of our Django monolith into smaller, independently deployable services.
- Inbox messaging reworking: We are replacing our third party email inbox application with an inhouse solution, utilising AI to enable operations staff to automate the actions of our most frequent customer service enquiries.
Salary and Culture
- Salary: £80,000 - £110,000.
- We routinely benchmark salaries against market rates, and run quarterly performance and salary reviews.
- At iwoca, the best idea wins. We model our culture on independent thinking, challenging untested logic, and evidence-based decisions. We prioritise learning and growth, and give people the autonomy to develop in the direction that makes them most effective.
- We're a tech company and believe in the power of AI to help us work faster and better.
Benefits
- Flexible working hours.
- Medical insurance from Vitality, including discounted gym membership.
- A private GP service (separate from Vitality) for you, your partner, and your dependents.
- 25 days’ holiday per year, an extra day off for your birthday, the option to buy or sell an additional five days of annual leave, and unlimited unpaid leave.
- A one-month, fully paid sabbatical after four years.
- Instant access to external counselling and therapy sessions for team members that need emotional or mental health support.
- 3% Pension contributions on total earnings.
- An employee equity incentive scheme.
- Generous parental leave and a nursery tax benefit scheme.
- Electric car scheme and cycle to work scheme.
- Two company retreats a year.
- A learning and development budget for everyone.
- Company-wide talks with internal and external speakers.
- Access to learning platforms like Treehouse.
- Offices in London, Leeds, Berlin, and Frankfurt with drinks, snacks, and community-led groups.
Essential
- Experience developing and owning shared back end services that other engineering teams contribute to and depend on - being the trusted reviewer for their contributions and shaping how they build on top of your work.
- Familiarity with front-end technologies (React, TypeScript) and browser debugging.
- Experience building and shaping distributed systems in complex business domains.
- Ability to translate complex operational needs into technical architecture.
- Strong capability using AI tools to automate routine tasks and research, enabling greater focus on complex system architecture and critical technical decision-making.
- You use AI (Cursor, Claude Code or similar) in your daily flow – whether for work or for fun. You use it to blast through boilerplate and research so you can focus on the hard parts: complex architecture, rigour and high-stakes decisions.
Bonus
- Commercial experience with Python frameworks like Django.
- Experience with complex data architectures, including event-sourced data models.
