Customer Solutions - Team Leader

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. 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. Job Overview: Oversees a small team of Customer Solutions Specialists, providing coaching, guidance, and support to ensure team members deliver exceptional customer experiences, meet onboarding and credit decision standards, and achieve performance targets. Continues to be hands on with supporting customers through the onboarding process, ensuring a smooth and positive experience from application to settlement and acts as a point of escalation for complex applications or customer issues. Main Responsibilities/Duties: Assist business owners in identifying the most suitable product based on needs and circumstances, with expert knowledge on Shift's products. Allocate and monitor workloads and rosters within the team. Provide training, coaching, and feedback to improve skills, product knowledge, and compliance requirements Handle escalated customer cases working with multiple stakeholders Own the customer onboarding journey from registration through to credit decisioning, using a strong understanding of credit and financial products to support customer outcomes and decision-making. Ensure team adherence to processes, quality standards, and KPIs. Skills & Experience required: Experience in lending, credit assessment, customer onboarding, or sales within financial services Strong customer service and relationship management skills with the ability to convert opportunities into settled deals. Good understanding of credit fundamentals and ability to make decisions within defined frameworks and scorecards. Strong communication, stakeholder management, and team collaboration skills. Ability to resolve problems, handle objections, and make decisions under pressure. Strong organisational skills with the ability to manage multiple onboarding processes at once. Comfortable using systems and technology, with strong attention to detail and focus on continuous improvement. Proven track record of delivering high-quality customer service and meeting performance targets. Qualifications: Relevant qualification in finance, business, or a related field – advantageous. #LI-SA1 Key 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. #LI-Hybrid