Customer Support Team Leader

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 Australia’s 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 $3 billion. About the Role As our Customer Support Team Leader, you'll lead a high-performing team that delivers exceptional support to Plenti's borrowers and investors across phone, chat and email. Combining people leadership with operational excellence, you'll coach and develop your team, oversee daily operations, manage escalated customer issues, and drive continuous improvement to deliver outstanding customer experiences while meeting key service targets. This is a fantastic opportunity for a passionate leader who enjoys developing people, improving processes, and creating a customer-first culture in a fast-paced financial services environment. Key responsibilities:  Lead and Develop Your Team Lead, coach and mentor the Customer Support team, fostering a culture of accountability, collaboration and customer-first service. Onboard and train new team members, setting them up for success. Provide regular coaching, feedback and performance management to support ongoing development. Conduct Quality Assurance (QA) reviews and deliver targeted training to maintain service excellence. Drive Operational Excellence Oversee day-to-day customer support operations across phone, chat and email. Monitor customer queues and workloads to ensure service level agreements (SLAs) are consistently achieved. Allocate resources effectively to maintain service levels and operational efficiency. Deliver Outstanding Customer Experiences Act as the primary escalation point for complex customer enquiries and complaints. Resolve customer issues with empathy, professionalism and sound judgement. Review customer feedback and identify opportunities to improve processes and the overall customer experience. Use Data to Drive Performance Monitor team performance, customer satisfaction and operational metrics. Provide insights and reporting to senior leadership, identifying trends and opportunities for improvement. Identify training needs and process gaps through QA outcomes and customer feedback. Ensure customer interactions comply with regulatory requirements and internal policies. Support compliance training and remediation activities where required. About You You'll be a people-focused leader who thrives in a fast-paced environment and is passionate about developing others, delivering outstanding customer experiences, and driving operational excellence. You'll bring: 3–5 years' experience leading a customer service or support team in a fast-paced environment. Previous experience within financial services (preferred but not essential). A proven track record of coaching and developing high-performing teams. Strong understanding of contact centre operations, queue management and SLA management. Excellent problem-solving skills and experience managing escalated customer issues. Strong analytical skills with the ability to interpret data and drive continuous improvement. Knowledge of customer service compliance and regulatory requirements. Excellent communication and stakeholder management skills. Why Join Plenti? At Plenti, we're committed to creating an environment where our people can do their best work. You'll join a collaborative, supportive team that values innovation, continuous improvement and putting customers first. If you're an experienced leader who enjoys developing people, improving customer experiences and making a genuine impact, we'd love to hear from you.