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 $2.5 billion.

What's the role?

The Customer Support Team Leader is responsible for leading our Referrer Support Team that provides exceptional service to our broker and installer partners throughout the loan acquisition journey. This role ensures operational efficiency, consistent service delivery, and a seamless experience for referrers engaging with our business. You will play a vital role in supporting partner success by overseeing daily operations, coaching team members, managing escalations, and driving continuous improvement. You will also collaborate closely with internal teams to resolve issues, improve processes, and enhance the overall experience for our referring partners.

Key Responsibilities:

Team Leadership & Development:

•Lead, mentor, and develop the referrer support team, fostering a culture of accountability, growth, and customer-first service

•Onboard and train new team members, ensuring they have the necessary knowledge and skills to succeed

•Provide ongoing coaching, feedback, and performance management to support team development

•Conduct regular Quality Assurance (QA) reviews and training to maintain service excellence

•Monitor and manage daily partner support operations, ensuring queues are handled efficiently and SLAs are met

•Allocate resources effectively to maintain workload balance and service levels

Partner Experience & Escalation Handling:

•Act as the primary escalation point for complex broker and installer issues

•Review feedback and complaints to identify trends and implement process improvements

•Collaborate with internal teams (e.g., Credit, Settlements, Sales) to resolve issues and improve the referrer journey

Performance Monitoring & Reporting:

•Track and analyse team performance, broker satisfaction metrics, and operational trends

•Provide regular reports to senior management with insights and recommendations for service improvements

•Identify training needs and process gaps based on feedback and QA results

•Ensure all partner interactions comply with regulatory requirements and internal policies

•Assist with compliance training and address any remediation actions as needed

Key Qualifications

•Experience leading a service or support team in a fast-paced environment, preferably in financial services

•Strong leadership and coaching skills with a track record of developing high-performing teams

•Excellent problem-solving abilities, particularly in handling escalated customer issues

•Strong understanding of contact centre operations, queue management, and SLA adherence

•Analytical mindset with the ability to interpret performance data and drive continuous improvement

•Knowledge of relevant regulatory requirements and compliance best practices in customer service

What's life like at Plenti?

Working at Plenti means joining a team that is high-performing, diverse, customer-focused and collaborative. It's a place where everyone can "make it happen" and share in the results and success. If being in a dynamic industry as part of a market-leading fintech sounds like you, then join to help us reshape Australia's financial eco-system for the good.

In return, you will enjoy a culture of innovation and entrepreneurship to take your career further. We offer flexible working and volunteer and study leave to develop your skills. We also have monthly social events, office snacks, company Townhalls and D&I initiatives and events to help you connect with your colleagues.

Plenti is committed to a diverse and inclusive workforce.

We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people and people with disabilities. When you apply, let us know of any reasonable adjustments you may need during the interview process so we can accommodate you.