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.

About the role:

At Shift, we're seeking a hands-on Customer Solutions - Team Leader to coach, support, and inspire a talented team of Customer Solutions Specialists. You’ll be at the heart of our customer onboarding journey, guiding both your team and our clients through every step  from application to settlement. If you thrive on challenge, enjoy solving complex problems, and are passionate about delivering standout customer outcomes, we want to hear from you!

What you’ll do:

• Support business owners by identifying the right product to match their needs, becoming a true expert in Shift's offering

• Lead by example, providing coaching, training, and feedback to help your team grow their skills and exceed their goals

• Own team workflows from managing workloads and rosters, to stepping in on escalated cases

• Drive an exceptional onboarding journey, from registration to credit decisioning, ensuring each customer has a positive experience

• Collaborate with multiple stakeholders to resolve complex customer requirements

• Ensure your team meets key performance indicators, follows processes, and maintains quality standards

What you’ll bring:

• Experience in lending, credit assessment, customer onboarding, or sales in financial services

• Strong customer service and relationship management skills, with the ability to turn opportunities into results

• A deep understanding of credit fundamentals and frameworks

• Excellent communication, stakeholder management, and collaboration abilities

• Confidence under pressure you’re a problem-solver who can handle objections and make sound decisions

• Strong organisational skills; you can juggle multiple onboarding processes simultaneously

• Savvy with systems and technology, with a keen eye for detail and a drive for continuous improvement

• A record of delivering high-quality service and achieving performance targets

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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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