Customer Success Team Leader

Who Are We?

We're an Australian-owned, operated, fully online digital lender providing fast and flexible loans to mainstream Australians. Our mission is to help customers have a better financial future by improving their credit scores through inclusive access to finance, comprehensive credit reporting and transparent financial education.

Over the past decade, we’ve grown from a two-person operation to a specialist team of over 80 dedicated team members - and three dogs! We’ve assisted hundreds of thousands of customers in accessing the finance they need, become one of the highest-rated consumer lenders in the country, and won numerous awards for our efforts

If you love all things tech and finance and have a passion for making people’s lives easier,  then this is a role for you to join and grow with us as we enter a new era of financial choice and continue our trajectory to helping one million Australians improve their credit scores.

About the Role:

We are looking for a hands-on Customer Success Team Leader who will guide a team of specialists to enhance operational efficiency and customer satisfaction throughout our application and assessment process. The role will be focused on customer needs, consistently delivering exceptional service, and fostering a collaborative environment within the team. 

The role will drive continuous improvement to ensure a seamless and expedited assessment experience for our valued customers. 

What we are looking for:

The ideal candidate will have a proven track record in Customer Success, excellent leadership skills, and a passion for delivering outstanding customer experiences.

We want someone who can leverage their problem-solving skills, have an innovative mindset, and strong leadership qualities. 

Key Responsibilities:

• Lead, mentor, and inspire a local and remote team of Customer Success Specialists to achieve the right outcomes for our customers
• Managing phone queues and email inboxes to reach our Service Level Agreements 
• Be our customers' main point of contact, either by phone or email for all queries and questions relating to the application and assessment process
• Monthly and quarterly performance review of team members 
• Identifying areas for improvement relating to policies, procedures and systems 
• Implementing proof of concepts for innovations whilst measuring and reporting on their effectiveness 
• Manage the escalation process and be the point of contact for complaints and complex cases
• Live our culture of compliance and ensure all tasks are completed in line with both internal policy and external legislation 

If you are a results-driven individual with a passion for Customer Success and leadership, we want to hear from you to help contribute to the success of Jacaranda Finance. 

The Perks of Working With Us:

• We prioritise personal and professional development. We fund personal and professional development initiatives up to $1,000 per annum.
• We offer growth opportunities internally, and a number of our people have advanced their careers and worked within different teams at Jacaranda.
• A well balanced hybrid work environment with the ability to work from the office as well as from home. 
• We prioritise the health and wellbeing of our most valuable asset – our people. We offer fitness classes, flu vaccinations and access to a cutting-edge Employee Assistance Program.
• We shout everyone one coffee per day at our excellent local cafe. We understand the importance of a good coffee to kick-start the morning!
• We have three office dogs who make regular appearances in the office and love a good belly scratch.
• We have modern offices based in Milton equipped with plenty of indoor plants to keep the oxygen to the brain flowing with breakout areas both indoors and outdoors. 
• One of our core values is to ‘Celebrate The Wins’ which sees us celebrating at a team level and at a company level regularly. Building rapport among the different teams is critical, as we all play a role as one team to help the company achieve its goals.
• Every month, we have our Core Value Awards Lunch which is where we recognise our employees who go above and beyond and who consistently demonstrate our values. Major prizes are on offer for nominated employees.
• Monthly 1:1’s and quarterly reviews are standard. This is an opportunity to build a relationship with your direct report, and to give one another feedback on what's going well and what's not going well. You’ll know exactly what is expected of you at all times.
• Giving back to the community is standard. We offer 1 paid day per annum for you to donate your time to a charitable cause.