Customer Experience Team Lead

15 hours ago

Melbourne, Victoria, Australia Splend Full time $80,000 - $120,000 per year
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.  We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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