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.