Team Lead - Customer Service, Vienna

Join one of South Australia’s fastest-growing fintech lenders as a Team Lead – Customer Service at Handy Finance. Handy Finance is a modern consumer finance company that makes borrowing simple by providing fast, transparent personal and asset finance solutions. In this role, you will lead and support a high-performing customer service team responsible for delivering exceptional experiences across phone, email, and SMS channels. Sitting at the intersection of customer experience, operations, and leadership, you’ll play a key role in driving service excellence, developing team capability, and ensuring customers receive timely and effective support.What you’ll do

Lead, coach, and support Customer Service Officers to achieve individual and team performance objectives Oversee inbound and outbound customer correspondence via phone, email, and SMS in line with company policies and procedures Monitor service levels, response times, and customer satisfaction outcomesSupport team members with complex customer enquiries, escalations, and complaint resolution Conduct regular coaching, training, and performance development sessions Ensure customer information and administrative processes are managed accurately and compliantly Assist with workforce planning and daily task allocation to support operational efficiencyIdentify opportunities to improve customer service processes, workflows, and team performance Collaborate with internal departments to deliver seamless customer outcomes Prepare and report on team performance metrics and operational insights Maintain compliance with internal policies, regulatory obligations, and service standardsWhat you’ll bring

Previous experience in a customer service leadership, team leader, or supervisory role Experience within financial services, lending, banking, or a related industry is highly regarded Strong leadership skills with the ability to motivate, coach, and develop team members Excellent communication and stakeholder management skillsStrong problem-solving and conflict resolution abilities Ability to manage competing priorities in a fast-paced environment High attention to detail and strong organisational skills Experience handling escalated customer matters and delivering positive customer outcomes Strong understanding of customer service operations, KPIs, and quality standardsProficiency with Microsoft Office Suite and customer management systems What we’ll offer

A fast-growing business disrupting traditional consumer finance A supportive and high-performing team environment The opportunity to build a meaningful leadership career within a growing fintech Full-time position, competitive remuneration, and career progression pathways Based in the Adelaide CBD with a fantastic workplace cultureIf you are passionate about customer experience, leadership, and building high-performing teams, we’d love to hear from you. Join us at Handy Finance and help us Make Money Simple!

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