Team Leader | Emerging Fintech | Hybrid Model

The Company…

Join a purpose-driven, leading fintech that’s revolutionising the education finance sector by making education more accessible and affordable for families across the country. Through an innovative platform and tailored financial solutions, this organisation empowers families to manage education costs with greater ease and flexibility. You’ll be part of a passionate, customer-focused team that values innovation, collaboration, and meaningful impact. With a strong culture of support and continuous improvement, this is your chance to drive real change in the education space while growing your career in a fast-paced, forward-thinking environment.
   
   
The Job…

Leading a team of five and reporting to the Head of Customer Success, your key responsibilities will include:
  

• Leading initiatives to drive efficiency and enhance the customer experience (NPS).
• Leveraging experience in phone and digital support to streamline processes and boost productivity.
• Establishing and overseeing coaching and QA practices to continuously develop the team.
• Managing work allocation to meet service commitments and SLAs across all support channels.
• Providing hands-on support in customer channels when needed.
• Identifying trends from customer interactions and team feedback to drive improvements.    

To succeed in this role, you will bring the following experience and personal attributes:  

• Minimum 5 years’ experience leading customer-facing teams, including phone-based support, with a strong track record of driving transformation and achieving business outcomes.
• At least 2 years’ experience in a multi-channel support role (phone, email, webchat).
• Background in financial services, ideally within disputes, hardship, or client services.
• Excellent verbal and written communication skills, with the ability to coach, train, and support team members effectively.
• Calm, empathetic, and professional under pressure, with a genuine passion for customer care and team development.    

If you’re a confident people leader with a passion for customer experience and a drive to make a real difference, this is your opportunity to be part of something meaningful. Join a team that’s transforming how families access education and help shape the future of customer support in a purpose-led, fast-paced environment.
  
Apply now to take the next step in your leadership journey and make a lasting impact. For a confidential conversation, please contact Sarah Bolster on 02 9002 5***.
  
We take the security of our candidates seriously and will never ask for your bank details during the hiring process, nor will we contact you via WhatsApp or Telegram. If you receive any communication requesting this information, please do not respond and contact us immediately.