Customer Experience Team Lead

10 hours ago

Melbourne, Australia Splend Full time

**About us**

At Splend, we’re on a mission to fundamentally change the way people own and operate a vehicle. With a strategic focus on Rideshare, we provide our customers straight forward, no strings attached access to vehicle ownership.

But we aren’t just about vehicle ownership; We are also fast-tracking the transition to green mobility, and we are leading the way globally in reducing the carbon footprint of the transportation sector by transitioning our fleet to electric vehicles.

**About the role**

We’re looking for a Customer Experience Team Lead in our **South Melbourne hub**. This is a hands-on customer-facing role, ensuring every driver who visits the hub receives an exceptional experience. You’ll oversee a small team and manage customer relationships, and ensure our fleet runs efficiently. You’ll coach and support your team to deliver a smooth, professional, and customer first service that aligns with Splend’s commercial and operational goals.

**Responsibilities**:

- Lead, coach, and support a small team (2 staff) to deliver operational excellence and outstanding customer service.
- Oversee your team operations, including vehicle exchanges, returns, and fleet management.
- Work closely with other team members to ensure a cohesive customer journey and collaborative work environment.
- Maintain high customer satisfaction by resolving issues quickly and effectively.
- Monitor on fleet readiness, maintenance schedules, and vehicle availability.
- Identify process improvements to enhance efficiency and the customer journey.
- Ensure compliance with company policies, procedures, and safety standards.

**What you'll bring**:

- Proven experience in an operations, retail, or service management role, ideally in automotive, logistics, or a customer-facing environment.
- Strong leadership and people management skills, with a hands-on, lead-by-example approach.
- A customer-first mindset with the ability to balance service excellence and business outcomes.
- Excellent organisational, communication, and problem-solving abilities.
- Confidence in managing multiple priorities in a fast-paced environment.
- **A full unrestricted Australian Driver’s Licence.**:

- Ability to work on-site in** South Melbourne** and **cover weekends as needed**

**What we offer**:

- Performance based bonus
- Salary packaging with 15% employer contributions for Electric Vehicles
- A day off on your birthday
- Employee Assistance Program
- Dedicated Learning & Development platform

Splend is a dynamic growth company with a shared vision for success. Our benefits are thoughtfully designed to attract individuals who thrive in an environment where they can contribute to and celebrate in the process of building a global brand with true impact.
- At Splend, we value diversity and inclusion and consider it as key to our success. We are dedicated to fostering a workplace where everyone is respected and supported. We celebrate differences in race, gender, age, sexual orientation, religion, and ability, seeking diverse perspectives to drive us forward._
- When you apply, let us know if there are any reasonable adjustments we can make to accommodate you during the interview process._

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