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

• Handle escalated customer cases and complex credit assessments.

• Monitor scorecard performance and recommend improvements.

• Own the customer onboarding journey, including registration and compliance requirements including high-value or strategic clients.

• Build and apply a sound understanding of credit fundamentals and financial products to effectively lead the team, support scorecard decision‑making, and ensure quality outcomes for customers and the business.

• Answer inbound customer calls as part of a rotating roster within the team

• Ensure team adherence to processes, quality standards, and KPIs.

• Report on team performance to the Manager.

• Position Shift competitively in the market and secure customer commitment.

Skills & Experience required:

• Experience in a lending, credit assessment, customer onboarding, or sales role within financial services.

• Demonstrated ability to position products in a competitive market and convert enquiries to settled deals.

• Proven track record of delivering high-quality customer service and meeting performance targets.

• Strong team communication and coaching skills.

• Ability to build and maintain productive team relationships.

• Advanced product and market positioning skill

• Conflict resolution and decision-making under pressure.

• Ability to analyse team performance metrics and implement improvements.

• Technical proficiency in systems used by the team.

• Ability to influence and motivate staff.

• Relationship building with customers, brokers, and stakeholders

• Negotiation and sales skills, including overcoming objections, closing deals, and building commitment.

• Problem-solving to address immediate customer needs.

• Knowledge of credit and be able to make decisions within defined scorecards and frameworks.

• High attention to detail and organisation in managing multiple onboarding processes concurrently.

Qualifications:

• Relevant qualification in finance, business, or a related field – advantageous.

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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.

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