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.
About the Role:
We’re looking for an experienced Customer Support Team Leader to inspire, coach, and lead a high-performing support team in a fast-paced environment. You’ll be at the heart of delivering outstanding customer experiences, ensuring operational excellence, and driving continuous improvements across our support function.
In this role, you’ll manage daily operations, monitor performance, handle escalations, and help shape the culture and growth of the team. You’ll work closely with other departments to enhance the overall customer journey and ensure our service consistently exceeds expectations.
Key Responsibilities:
Team Leadership & Development
• Lead, mentor, and motivate a customer support team, fostering a customer-first, high-performance culture
• Onboard, train, and empower new team members with the tools and knowledge to succeed
• Provide regular coaching, feedback, and performance management to drive individual and team growth
• Conduct quality assurance reviews and targeted training to maintain service excellence
Operational Management
• Oversee daily support operations, ensuring efficient queue management and consistent SLA delivery
• Allocate resources effectively to balance workloads and maintain service levels
Customer Experience & Escalation Management
• Act as the primary escalation point for complex customer issues
• Analyse customer feedback and complaints to identify trends and implement process improvements
Performance, Reporting & Compliance
• Monitor and analyse team performance, customer satisfaction, and operational trends
• Produce regular reports for senior management with actionable insights and recommendations
• Identify training needs and process gaps based on QA results and customer feedback
About You:
• 3–5 years’ experience leading a customer support or service team (financial services experience is preferred however, not essential)
• Proven leadership and coaching skills with a track record of developing high-performing teams
• Strong problem-solving abilities, especially in escalation management
• Strong understanding of contact centre operations, queue management, and SLA delivery
• Analytical and data-driven, able to turn insights into actionable improvements
• Knowledge of regulatory requirements and compliance best practices in customer service
Why Join Plenti?
This is your chance to lead a dynamic team, shape the customer experience, and make a tangible impact on the business. We offer a collaborative culture, opportunities for professional growth, and the chance to be part of a company that puts customers at the heart of everything we do.