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. /n 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. /n 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. /n About the role: /n 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. /n What you’ll do: /n /n

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




- /n Track performance data and lead continual improvements /n
- /n Guide your team through new process and system rollouts /n
- /n Share team insights and performances with management /n
- /n Build and nurture a high-performing, diverse team environment /n /n What you'll bring: /n /n
- /n Strong relationship-building skills and the ability to work well with different people /n
- /n Confidence explaining and positioning products in a way that makes sense to customers /n
- /n Calm, transparent decision-making, even under pressure /n
- /n A data-driven mindset, using insights to guide action /n
- /n Comfort using everyday tools and technology /n
- /n The ability to motivate, support, and collaborate with others /n
- /n Solid experience working with customers, brokers, and stakeholders /n
- /n Negotiation and sales skills with a customer-first approach /n
- /n Quick problem-solving and practical judgement, including around credit decisions /n
- /n Experience in lending, credit, onboarding, or financial services sales, with a strong focus on customer outcomes /n /n /n Key benefits: /n /n
- /n Collaborative teams – a flat structure means everyone can learn from colleagues and senior leaders around the business. /n
- /n Be involved – come together with all of your colleagues every 100 days to share the product and technology roadmap and business strategy. /n
- /n Flexible working environment – we’re headquartered in North Sydney with state-based workplaces and offer a flexible work policy. /n
- /n Family support – industry leading 26 weeks paid parental leave. /n
- /n Purpose built spaces within our office – designed for collaboration, brainstorming, socialising, and focused work. /n
- /n Range of benefits supporting your physical, psychological and financial wellbeing. From a day off on your birthday to excellent end of trip facilities. /n /n

📌 Customer Service - Team Lead (Sydney)
🏢 Shift
📍 Sydney