#Customer Support
#Customer Experience
#Customer Engagement
At InDebted, we are on a mission to transform the debt recovery industry by putting the customer at the heart of everything we do. As a global, digital-first team of over 200 people across 11 countries, we are proud to have been recognized as an AFR BOSS Best Place to Work. We are looking for a dedicated and empathetic leader to join us in our commitment to removing barriers to financial freedom. If you are passionate about coaching teams and innovating within a fast-paced environment, we would love for you to help us continue changing the world of debt recovery for the better.
What you'll be doing
- Lead and mentor our Tier 2 team by providing guidance on high-priority items, including complex complaints and third-party interactions.
- Serve as a key point of contact for senior management by analyzing complaint trends and presenting actionable insights to drive process improvements.
- Monitor and manage team performance against critical KPIs, including productivity, quality assurance, and service level agreements, to ensure we consistently deliver world-class support.
What you'll bring
To succeed in this role, you should possess a blend of leadership experience and a deep commitment to customer advocacy. We are looking for the following qualifications:
- Proven experience in a leadership capacity, ideally within a customer experience or escalations environment.
- Exceptional communication skills in English, allowing you to engage clearly with both your team and senior leadership.
- An analytical mindset with the ability to solve complex problems and a strong desire to foster the professional growth of your team members.
- Proficiency with the Google Suite and a natural aptitude for learning new systems and technologies.
- A strong sense of initiative, detail orientation, and the ability to act as a role model for our core values.
What you'll get
We believe in supporting your well-being and professional success through a variety of benefits designed for a flexible, remote-first culture:
- Remote work flexibility that allows you to choose the environment where you are most productive.
- A one-time payment of $AUD750 or the equivalent to help you set up your ideal home office.
- Access to employee equity through share options in our growing company.
- A trust-based, flexible paid leave model that empowers you to manage your own time.
- Comprehensive support for your physical, social, and psychological well-being through our EAP provider, Uprise.
