Customer Experience Team Leader

Splend; City of Brisbane; Vor Ort; AUD 85.000 - 105.000; Vollzeit

Benefits dieser Stelle

Bonus scheme

Birthday day off

EV salary packaging 15%

Learning & Development platform

Employee Assistance Program

Team/company socials budget

Zusammenfassung

Splend is seeking a Customer Experience Team Leader based in our Brisbane hub to manage a small, hands-on team ensuring every driver receives an exceptional experience. You will oversee day-to-day operations, nurture customer relationships, and drive fleet efficiency while coaching the team to align with Splend's goals.

The role demands strong leadership, experience in operations or service management, and a proactive, customer-focused mindset in a fast-paced environment.

Qualifikationen

• Must have a full, unrestricted Australian driver's license.
• Experience in operations, retail, or service management in automotive/logistics environments.
• Strong leadership with a hands-on, lead-by-example approach.
• Experience managing fleet or vehicle-based operations preferred.

Aufgaben

• Lead, coach and support a small team to deliver operational excellence and outstanding customer service
• Conduct regular feedback and development conversations with team members
• Build a collaborative, customer-focused work environment
• Ensure every driver visiting the hub receives an exceptional experience
• Maintain high customer satisfaction by resolving issues quickly and effectively
• Oversee team operations including vehicle exchanges, returns and fleet management
• Monitor fleet readiness, maintenance schedules and vehicle availability
• Identify process improvements and ensure compliance with company policies, procedures and safety standards

Kenntnisse

Leadership

Customer service

Coaching

Ausbildung

Retail management training

Jobbeschreibung

About Us

At Splend,we'reon a mission to fundamentally change the way people own andoperatea vehicle. With a strategic focus on rideshare, we provide our customers with straightforward, no-strings-attached access to vehicle ownership. But wearen'tjust about vehicleownership.We'realso fast-tracking the transition to green mobility, leading the way globally in reducing the carbon footprint of the transportation sector by transitioning our fleet to electric vehicles.

You’ll be excited to work in this role if…

• You love leading from the front - coaching a small, hands-on team while staying close to the day-to-day action.
• You get a kick out of turning everydriverinteraction into an exceptional experience.
• You’reenergisedby juggling people,customersand fleet operations in a fast-paced environment.

About the role

Based out of our Brisbane Hub, the Customer Experience Team Leader will manage a small, hands-on customer experience team, ensuring every driver receives an exceptional experience. You'll oversee day-to-day team operations, manage customer relationships, and ensure the fleet runs efficiently - coaching and supporting the team to deliver a smooth, professional and customer focused service that aligns with Splend's commercial and operational goals. This role has a direct impact on customer satisfaction and fleet readiness within the hub, balancing hands-on service delivery with team leadership and continuous improvement.

What you'll be doing

• Lead,coachand support a small team to deliver operational excellence and outstanding customer service
• Conduct regular feedback and development conversations with team members
• Build a collaborative, customerfocussedwork environment
• Ensure every driver visiting the hub receives an exceptional experience
• Maintain high customer satisfaction by resolving issues quickly and effectively
• Oversee team operations including vehicle exchanges,returnsand fleet management
• Monitor fleet readiness, maintenanceschedulesand vehicle availability
• Identifyprocess improvements and ensure compliance with company policies,proceduresand safety standards

What you'll bring to Splend

• A full, unrestricted Australian Driver'sLicence
• Proven experience in an operations, retail, or service management role, ideally in automotive,logistics, or a customer-facing environment
• Strong leadership and people management skills, with a hands-on, lead-by-example approach
• Qualification or training in retail, customer service, or team leadership highly regarded
• Experience managing fleet or vehicle-based operations in a fast-paced, multi-priority customer service environment

Benefits & Support

• Bonus scheme: Opportunity to earn based on your performance
• Day off for your Birthday!
• Salary packaging with 15% employer contributions for Electric Vehicles
• Dedicated Learning & Development platform
• Employee Assistance Program
• Socials: budget for team andcompany widesocial initiatives

Our Process

1. Intro with our Talentteamtounderstandyour background,aspirations,and answer your questions.
2. Interview with the hiring manager to discuss your experience and how it aligns with this role.
3. Where it applies, we’ll ask you to complete a practical case study.
4. Final interview to discuss Splend’slong-term vision and to check any remaining questions.

Diversity & Inclusion

At Splend, we value diversity and inclusion and consider it key to our success. We’re dedicated to fostering a workplace where everyone is respected and supported. We celebrate differences in race, gender, age, sexual orientation, religion, and ability, seeking diverse perspectives to drive us forward.