Customer Support Team Lead

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 200 people based in Australia, Plenti is small enough so everyone can make a difference in their role, but we have very big ambitions as a team, as we go about building Australia's best lender.

Plenti is a founder led business that launched in 2014 and is now listed on the ASX, with annual revenue of over $200 million and a loan portfolio of over $2 billion.

• About the role

We are on the hunt for a Customer Support Team Lead who will be responsible for the day-to-day operation of our outstanding Customer Support Team. You will be the contact point for all team members and external stakeholders, and be charged with the growth and development of the team. At Plenti we are guided by one of our values 'Think Like a Customer' and put the customer at the centre of everything we do and we are seeking someone to can emulate this value day in, day out.

Our customer support space is highly dynamic and the team is responsible for numerous tasks and queues, requiring them to have extensive knowledge of all Plenti products and processes. We are currently going through an exciting period of growth and this role is perfect for someone wanting to continue their leadership journey and dive into the intricacies of Plenti, customer experience, and coaching and development.

• Responsibilities
• Lead and manage the customer support team to ensure consistent, smoot operations and high quality service.
• Onboard and develop new members of the team
• Provide coaching, feedback and training of team members to ensure they are continually developing, including delivering Quality Assurance.
• Overseeing the management of queues to ensure our SLA are being met and allocating resources accordingly
• Being the escalation point for customers and handling complaints
• Collaborating and communicating with other departments to streamline processes and improve the customer experience.
• Delivering weekly team meetings
• Completing reviews of customer feedback to inform process improvements and identify training needs
• Ideally, you will have
• Experience in leading a Customer Support Team or similar previously
• Strong communication skills and analytical problem-solving skills with a customer-centric mindset
• The ability to coach and lead a team to get the best out of them
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
• Strong attention to detail and accuracy
• Ability to work autonomously
• What's life like at Plenti?

Working at Plenti means joining a team that is high-performing, diverse, customer-focused and collaborative. It's 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 Australia's 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.