Customer Service - Team Lead

Customer Service Team Lead

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 25,000 businesses, providing over $3.5 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 250 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

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.

Varied workspaces our office enables areas for collaboration, brainstorming and socialising as well as focus zones.

Range of benefits supporting your physical, psychological and financial wellbeing. From a day off on your birthday to excellent end of trip facilities.