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About the Role

Oversee a small team of Customer Service Officers, providing coaching, guidance, and support to ensure team members deliver exceptional customer service. Continue to be hands-on with complex customer cases, escalations, and operational requests, ensuring smooth onboarding and support after finance products are established.

Responsibilities

• 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

Requirements

• 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

Location

• North Sydney

Work Type

• Hybrid

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.

About the Company

• 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.