Supervisors/Team Leaders (Call Centre & Customer Service) Full time About Spenda:Spenda is an integrated business platform that takes the headache out of chasing payments and enables businesses to sell better and get paid faster. We serve as both a software solutions provider and a payment processor, delivering the essential infrastructure to streamline business processes before, during, and after the payment event. With over 20 years of experience in building solutions that improve transactional efficiency between businesses, Spenda is applicable to any business that needs to make or receive a payment. Our software enables the smooth flow of funds throughout a supply chain or network of buyers and sellers, from producer to end-consumer. About the Role:Spenda is dedicated to providing exceptional customer experiences and ensuring our clients realize the full value of our products and services. We are seeking an Onboarding Team Leader to drive our onboarding initiatives and lead a team of specialists to deliver outstanding results.
As the Customer Onboarding Team Lead, your job is to support and guide your team in delivering top-notch onboarding, training, and technical services to our customers. You will be responsible for ensuring a smooth onboarding experience for our customers and keeping the processes on track. You will resolve any issues and ensure appropriate escalation and smooth resolution. You will focus on continually analyzing and improving processes and will be comfortable working at scale.
Roles and Responsibilities:Lead, mentor, and manage a high-performing team, ensuring quality onboarding, training, and technical services delivery.Set clear goals and KPIs for the onboarding team, tracking progress and providing feedback.Define and manage success metrics to monitor the team's performance and customer satisfaction.Develop and implement effective onboarding strategies and processes that align with customer needs and business objectives.Continuously assess and improve the onboarding experience based on customer feedback and best practices.Collaborate with your team to manage internal and external escalations, ensuring swift and effective resolutions.Training and Development:Continuously develop processes that streamline team workflows, increasing efficiency and effectiveness.Design and deliver training programs for the onboarding team to enhance their product knowledge and customer engagement skills.Create and maintain comprehensive onboarding documentation and resources to support team members and customers.Cross-Functional Collaboration:Work closely with Customer Success, Development, Product, and support teams to ensure seamless communication and handoffs throughout the customer journey.Participate in cross-functional initiatives to enhance overall customer success and retention strategies.Performance Monitoring:Analyze onboarding metrics and customer satisfaction scores to evaluate the effectiveness of onboarding efforts.Utilize data-driven insights to drive improvements in processes and customer experiences.Monitor and report on key onboarding metrics, such as customer satisfaction, time to value, and training effectiveness.Utilize data to continuously refine and improve onboarding strategies.About You:A bachelor's degree in Business, Communication, or a related field.5-10 years of experience in customer success, onboarding, or account management, with at least 2 years in a leadership or supervisory role.Proven ability to lead and motivate a team, fostering a positive and productive work environment.Proven experience in customer support or onboarding, preferably in a technology or SaaS environment.A strategic mindset with a passion for process improvement and efficiency.Exceptional communication and interpersonal skills, with the ability to resolve issues and create positive customer experiences.A proactive, customer-focused approach to problem-solving and relationship building.Experience in finance/payments with AML/KYC requirements would be highly regarded.Proficiency in Microsoft 365 and customer relationship management (CRM) tools and onboarding software (i.e., Dynamics, Hubspot, or similar).Experience with ticketing systems (Dynamics, Zoho, Zendesk, or similar).If you enjoy helping people grow, love creating sticky customer experiences, and are passionate about making things run more smoothly, this role is made for you!
Why Join Spenda:You will be joining Spenda during an exciting period of growth. Your role will be dynamic and rewarding, where you will become an integral part of our team. The role is yours to mold and there will be opportunities to develop and grow along with our business.
Here at Spenda, we offer:Competitive salary and remuneration packages.A flexible, supportive, and hybrid working environment.Opportunity to utilize your skills and knowledge in a creative and innovative way.A business that believes in investing in their people to encourage growth through our Employee Shares Incentive Program.A unique opportunity to gain experience within an ASX listed company and reap the rewards of the business' success.At Spenda, we value diversity and the benefits it brings to achieving our objectives, enhancing our reputation, and attracting, engaging, and retaining talented people. We welcome applications from all backgrounds regardless of gender, age, disability, and ethnicity, including Aboriginal and Torres Strait Islanders. We are committed to equal opportunities and a diverse workplace. Do you think you could be the next Spenda Superstar? Click the 'apply' button now and tell us everything we need to know about you! All applicants must have the right to work in Australia. Only shortlisted applicants will be contacted. "Follow us" on LinkedIn and check out our website www.spenda.co
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