Team Leader Customer Support

Adelaide - Australia

Monthly Salary: Not Disclosed

Posted on: 2 hours ago

Vacancies: 1 Vacancy

Job Summary

Who is Plenti

Plenti is a fintech lender providing faster fairer loans by leveraging its smart technology. Plenti is a dynamic and innovative business that is growing strongly. By continuing to deliver better customer experiences Plenti is taking market share from incumbent players in the personal lending renewable energy and automotive finance markets.

We are a fast moving and ambitious business that seeks to recruit smart and capable people who can take ownership of their role to help the business thrive. With over 250 people based in Australia Plenti is of a size where everyone can make a difference in their role and help us realise our very big ambitions as a team as we go about building Australias best lender.

Plenti is a founder led business that launched in 2014 listed on the ASX since 2020 with annual revenue of over $250 million and a loan portfolio of over $2.5 billion.

About the Role:

Were looking for an experienced Customer Support Team Leader to inspire coach and lead a high-performing support team in a fast-paced environment. Youll be at the heart of delivering outstanding customer experiences ensuring operational excellence and driving continuous improvements across our support function.

In this role youll manage daily operations monitor performance handle escalations and help shape the culture and growth of the team. Youll work closely with other departments to enhance the overall customer journey and ensure our service consistently exceeds expectations.

Key Responsibilities:

Team Leadership & Development

Lead mentor and motivate a customer support team fostering a customer-first high-performance culture

Onboard train and empower new team members with the tools and knowledge to succeed

Provide regular coaching feedback and performance management to drive individual and team growth

Conduct quality assurance reviews and targeted training to maintain service excellence

Operational Management

Oversee daily support operations ensuring efficient queue management and consistent SLA delivery

Allocate resources effectively to balance workloads and maintain service levels

Customer Experience & Escalation Management

Act as the primary escalation point for complex customer issues

Analyse customer feedback and complaints to identify trends and implement process improvements

Performance Reporting & Compliance

Monitor and analyse team performance customer satisfaction and operational trends

Produce regular reports for senior management with actionable insights and recommendations

Identify training needs and process gaps based on QA results and customer feedback

About You:

35 years experience leading a customer support or service team (financial services experience is preferred however not essential)

Proven leadership and coaching skills with a track record of developing high-performing teams

Strong problem-solving abilities especially in escalation management

Strong understanding of contact centre operations queue management and SLA delivery

Analytical and data-driven able to turn insights into actionable improvements

Knowledge of regulatory requirements and compliance best practices in customer service

Why Join Plenti

This is your chance to lead a dynamic team shape the customer experience and make a tangible impact on the business. We offer a collaborative culture opportunities for professional growth and the chance to be part of a company that puts customers at the heart of everything we do.

Whats life like at Plenti

Working at Plenti means joining a team that is high-performing diverse customer-focused and collaborative. Its a place where everyone can make it happen and share in the results and success. If being in a dynamic industry as part of a market-leading fintech sounds like you then join to help us reshape Australias financial eco-system for the good.

In return you will enjoy a culture of innovation and entrepreneurship to take your career further. We offer flexible working and volunteer and study leave to develop your skills. We also have monthly social events office snacks company Townhalls and D&I initiatives and events to help you connect with your colleagues.

Plenti is committed to a diverse and inclusive workforce.

We encourage people from different backgrounds to apply including Aboriginal and Torres Strait Islander people and people with disabilities. When you apply let us know of any reasonable adjustments you may need during the interview process so we can accommodate you.

We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.

Who is Plenti Plenti is a fintech lender providing faster fairer loans by leveraging its smart technology. Plenti is a dynamic and innovative business that is growing strongly. By continuing to deliver better customer experiences Plenti is taking market share from incumbent players in the personal l...