Customer Service - Team Lead

Shift; North Sydney Council; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

26 weeks parental leave

Flexible working policy

North Sydney head office

Wellbeing benefits

Team collaboration culture

Job summary

Shift is a fast-growing Australian fintech helping SMEs manage cashflow and finance products. We’re building a supportive team in North Sydney and looking for a Customer Service Team Lead to oversee a small group of officers, providing coaching and hands-on support for complex cases.

You’ll push a culture of excellent service, manage escalations, optimize processes, and report on performance. If you’re collaborative, data-driven, and passionate about customer outcomes, you’ll thrive in this role.

Qualifications

• Proven ability to lead and develop small teams to exceptional service.
• Excellent relationship-building with customers, brokers and stakeholders.
• Capable of calm, clear decision-making under pressure.

Responsibilities

• Oversee a small team of Customer Service Officers and coach them.
• Handle escalations and complex customer cases with empathy.
• Manage inbound calls and ensure adherence to quality standards.
• Implement process improvements and track performance data.

Skills

Leadership

Coaching

Customer service

Communication

Data-driven

Tools

CRM systems

Microsoft Office

Job description

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

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.