Customer Service Team Lead

About the role

As a Customer Service Team Lead at Shift, you will manage a small team of Customer Service Officers, providing coaching, guidance and hands‑on support. You’ll handle complex cases, escalations and operational requests while ensuring smooth onboarding and ongoing support for finance products.

Key responsibilities

• Drive a collaborative team culture, allocate workloads and create fair rosters.
• Provide inclusive training, coaching and actionable feedback to empower your team.
• Handle critical escalations and sensitive customer situations with empathy.
• Maintain quality standards, processes and key performance targets.
• Track performance data, lead continual improvements and champion compliant operations.
• Guide the team through new process and system rollouts and share insights with management.

Required profile

• Strong relationship‑building skills and ability to work with diverse stakeholders.
• Confidence explaining and positioning products clearly to customers.
• Calm, clear decision‑making under pressure and data‑driven mindset.
• Experience working with customers, brokers and stakeholders in lending, credit or financial services.
• Negotiation and sales skills with a customer‑first approach.
• Ability to motivate, support and collaborate with a high‑performing, diverse team.

What we offer

• Collaborative flat‑structure teams with learning opportunities from senior leaders.
• Hybrid flexible working policy with state‑based workplaces.
• 26 weeks paid parental leave and a range of wellbeing benefits.
• Purpose‑built office spaces for collaboration, brainstorming and focused work.
• Regular company‑wide updates on product roadmap and business strategy.