Job Description

Customer Support Team Lead

Do you thrive on creating exceptional customer experiences and leading teams to success? We’re looking for an experienced leader to manage a growing customer support team within a fast-paced fintech transforming education finance across Australia.

About the Role 

As the Customer Support Team Lead, you will:

• Guide and develop a high-performing customer support team, ensuring outstanding service delivery.
• Oversee customer inquiries across multiple channels, balancing efficiency and satisfaction.
• Drive process improvements and operational excellence to enhance support strategies.
• Implement coaching and development initiatives to build a strong, engaged team.
• Handle escalations and complex issues, ensuring a seamless experience for families and partner schools.

What You’ll Bring:

• 5+ years’ experience leading customer support teams, particularly in phone-based roles.
• 2+ years’ experience managing support across multiple communication channels.
• A track record of improving customer satisfaction and operational performance.
• Strong analytical, leadership, and communication skills.

Why Join Us?

• Be part of a growing, mission-driven company making a real impact in education finance.
• Enjoy flexible hybrid working arrangements in our Surry Hills office.
• Work with a dynamic, collaborative team committed to innovation and service excellence.
• If this opportunity excites you, apply now or get in touch today!

For more details, reach out to megan@theonset.com.au.