Senior Customer Care Specialist

Job Description

An exciting opportunity to take a leadership role in our new and growing Customer Care team, reimagining service for our small business customers. At OnDeck, we are going beyond traditional service models to make sure we are the best in the business. Who we are? Named as one of Australia’s Top 5 employers for the last 5 years, OnDeck has grown to become one of Australia’s largest locally-owned online small business lenders. At OnDeck, we are changing the way business owners borrow money by combining our passion for small business with cutting-edge technology. We evaluate businesses based on their actual performance, using real-time data which enables us to say “yes” more often, to more business owners, much faster than traditional lenders. We have helped thousands of small business owners across Australia access short-term, unsecured finance to drive their business growth and enable more opportunities. Department summary: Our mission in Operations is to provide small businesses with a frictionless lending & servicing experience. We continuously invest in people, automation through technology, and efficiency through process optimization. Our team thrives on our culture – we are passionate about having fun, being open and empowering team members. Job Description: The Senior Customer Care Specialist will be an integral member of our customer care team, taking a leadership role in delivering a high level of support to our customers. You will be responsible for managing complex customer inquiries, driving customer satisfaction, and mentoring junior customer care team members. You will work closely with various internal teams to continuously improve our processes and ensure a seamless experience for our customers. As a Senior Customer Care Specialist, you will report directly to the Director of Operations. Key Responsibilities: Leadership in Customer Support: Lead by example in delivering outstanding customer service, handling escalated and complex inquiries while maintaining a high level of professionalism and empathy. Problem Resolution: Identify root causes of customer issues, and collaborate with internal teams to resolve them in a timely manner. Reporting & Analytics: Support the Director with tracking and reporting of key customer care metrics, providing insights and recommendations to improve team performance and customer satisfaction. Escalation Management: Handle escalated issues or complaints from customers, ensuring they are addressed quickly, fairly, and to the customer’s satisfaction. Customer Retention: Develop strategies to improve customer retention and foster long-term relationships with clients. Process Improvement: Analyze customer feedback and trends to identify opportunities for process improvement, and work with the operations and product teams to implement solutions. Collaboration: Work closely with the sales, underwriting, and operations teams to ensure customer issues are addressed and resolved. Compliance: Ensure that all customer communications and interactions comply with relevant financial and regulatory guidelines. Key Qualifications & Skills: Proven experience (4+ years) in a customer service or account management role, preferably within a tech or financial services environment, or other business that truly cares about their customers. Either experience in a senior position, or demonstrated initiative above and beyond your previous role including mentoring and training others. A passion for the customer, you should have exceptional problem-solving skills and enjoy talking on the phone with our customers to learn about their business. Advanced communication skills, both written and verbal, with a focus on delivering clear, concise, and empathetic responses to customers. Strong analytical skills with the ability to identify trends, root causes, and actionable insights to improve customer service processes. Ability to work well under pressure to meet deadlines and KPI’s – you should be able to talk about how you have previously worked towards meeting your targets. A positive and team-oriented attitude, with a willingness to support and collaborate with others. Understanding of financial services - lending products a plus. Proficient in using CRM platforms – experience with Salesforce is a plus. What we offer you: An open-minded, collaborative workplace, which will both challenge you and celebrate your work. Opportunities for career growth and leadership development within a fast-growing fintech company. Generous performance-based pay structure which recognizes and rewards you against clear KPI’s and deliverables. Hybrid Work Model – option to work from home 1 day per week, great CBD location for the other 4 days. Fully stocked kitchen with snacks and drinks. Regular team building & learning events. Seniority level Mid-Senior level Employment type Full-time Job function Customer Service #J-18808-Ljbffr