Job Description

Who is Shift?

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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.

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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.

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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.

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About the role:

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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.

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What you'll do:

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- Drive a collaborative and supportive team culture, allocating workloads and creating fair rosters
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- Empower your team through inclusive training, coaching, and actionable feedback
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- Tackle critical escalations and handle sensitive customer situations with empathy and skill
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- Coach and inspire your team to deliver standout service every day
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- Connect directly with customers via inbound calls as part of a shared team schedule
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- Ensure everyone's work aligns with quality standards, processes, and key targets
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- Champion compliant and productive operational processes




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- Track performance data and lead continual improvements
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- Guide your team through new process and system rollouts
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- Share team insights and performances with management
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- Build and nurture a high-performing, diverse team environment
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What you'll bring:

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- Strong relationship-building skills and the ability to work well with different people
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- Confidence explaining and positioning products in a way that makes sense to customers
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- Calm, clear decision-making, even under pressure
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- A data-driven mindset, using insights to guide action
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- Comfort using everyday tools and technology
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- The ability to motivate, support, and collaborate with others
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- Solid experience working with customers, brokers, and stakeholders
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- Negotiation and sales skills with a customer-first approach
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- Quick problem-solving and practical judgement, including around credit decisions
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- Experience in lending, credit, onboarding, or financial services sales, with a strong focus on customer outcomes
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#LI-SA1

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Key benefits:

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- Collaborative teams – a flat structure means everyone can learn from colleagues and senior leaders around the business.
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- Be involved – come together with all of your colleagues every 100 days to share the product and technology roadmap and business strategy.
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- Flexible working environment – we're headquartered in North Sydney with state-based workplaces and offer a flexible work policy.
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- Family support – industry leading 26 weeks paid parental leave.
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- Purpose built spaces within our office – designed for collaboration, brainstorming, socialising, and focused work.
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- 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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#LI-Hybrid

📌 Customer Service Team Lead | Hybrid, Flexible Hours, Growth (New South Wales)
🏢 Shift Financial Pty
📍 New South Wales