Customer Service - Team Lead
- Oversee a team of Customer Service Officers to ensure exceptional service delivery.
- Handle complex customer cases and operational requests while coaching team members.
- Drive a collaborative culture and track performance data for continual improvements.
Who is Shift?
At Shift, we’re business specialists dedicated to helping Australian SMEs take control of their cashflow, streamline trade terms and choose the right financial products.
We believe Australian businesses are the driving force behind our economy and are core to our communities. That’s why our business expertise, focus on relationships, and market-leading technology is at the core of everything we do. We’ve helped solve the credit and payment pain points for more than 30,000 businesses, providing over $6 billion in aggregate funding.
Our unique approach to product innovation combined with our collaborative culture means you can build your career in a supportive environment. You’ll be joining a diverse team of over 300 people who are always looking to deliver better outcomes for Australian businesses.
About the role:
As a Customer Service Team Lead, you will oversee a small team of Customer Service Officers, providing coaching, guidance, and support to ensure team members deliver exceptional customer service. You will continue to be hands-on with complex customer cases, escalations, and operational requests, ensuring smooth onboarding and support after finance products are established.
What you’ll do:
Drive a collaborative and supportive team culture, allocating workloads and creating fair rosters
Empower your team through inclusive training, coaching, and actionable feedback
Tackle critical escalations and handle sensitive customer situations with empathy and skill
Coach and inspire your team to deliver standout service every day
Connect directly with customers via inbound calls as part of a shared team schedule
Ensure everyone’s work aligns with quality standards, processes, and key targets
Champion compliant and efficient operational processes
Track performance data and lead continual improvements
Guide your team through new process and system rollouts
Share team insights and performances with management
Build and nurture a high-performing, diverse team environment
What you'll bring:
Strong relationship-building skills and the ability to work well with different people
Confidence explaining and positioning products in a way that makes sense to customers
Calm, clear decision-making, even under pressure
A data-driven mindset, using insights to guide action
Comfort using everyday tools and technology
The ability to motivate, support, and collaborate with others
Solid experience working with customers, brokers, and stakeholders
Negotiation and sales skills with a customer-first approach
Quick problem-solving and practical judgement, including around credit decisions
Experience in lending, credit, onboarding, or financial services sales, with a strong focus on customer outcomes
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Key benefits:
Collaborative teams – a flat structure means everyone can learn from colleagues and senior leaders around the business.
Be involved – come together with all of your colleagues every 100 days to share the product and technology roadmap and business strategy.
Flexible working environment – we’re headquartered in North Sydney with state-based workplaces and offer a flexible work policy.
Family support – industry leading 26 weeks paid parental leave.
Purpose built spaces within our office – designed for collaboration, brainstorming, socialising, and focused work.
Range of benefits supporting your physical, psychological and financial wellbeing. From a day off on your birthday to excellent end of trip facilities.
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