Customer Service - Team Lead

Who is 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:

• Talent for building strong, respectful relationships across diverse teams

• Expertise in positioning products in a way that resonates with all customers

• Calm, decisive leadership in high-pressure situations

• Skill in analyzing metrics and turning insights into action

• Comfort with the tech and tools your team uses daily

• Ability to inspire, support, and motivate people from all backgrounds

• Excellent partnership skills with customers, brokers, and stakeholders

• Persuasive negotiation and sales experience, welcoming all customer needs

• Quick problem-solving to deliver solutions that work for everyone

• Knowledge of credit, with sound judgement in line with scorecards and frameworks

• Diligence and strong organization, especially when onboarding new team members

• Background in lending, credit assessment, onboarding, or sales in financial services

• Success in showcasing products and turning inquiries into satisfied customers

• Consistent record of outstanding customer service and exceeding goals

• Experience leading dynamic, high

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.

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