Customer Experience Team Leader

Job description

### About Us At Splend, we're on a mission to fundamentally change the way people own and operate a vehicle. With a strategic focus on rideshare, we provide our customers with straightforward, no-strings-attached access to vehicle ownership. But we aren't just about vehicle ownership. We're also fast-tracking the transition to green mobility, leading the way globally in reducing the carbon footprint of the transportation sector by transitioning our fleet to electric vehicles. ### You'll be excited to work in this role if… - You love leading from the front - coaching a small, hands-on team while staying close to the day-to-day action. - You get a kick out of turning every driver interaction into an exceptional experience. - You're energised by juggling people, customers and fleet operations in a fast-paced environment. ### About the role Based out of our Brisbane Hub, the Customer Experience Team Leader will manage a small, hands-on customer experience team, ensuring every driver receives an exceptional experience. You'll oversee day-to-day team operations, manage customer relationships, and ensure the fleet runs efficiently - coaching and supporting the team to deliver a smooth, professional and customer focused service that aligns with Splend's commercial and operational goals. This role has a direct impact on customer satisfaction and fleet readiness within the hub, balancing hands-on service delivery with team leadership and continuous improvement. ### What you'll be doing - Lead, coach and support a small team to deliver operational excellence and outstanding customer service - Conduct regular feedback and development conversations with team members - Build a collaborative, customer focussed work environment - Ensure every driver visiting the hub receives an exceptional experience - Maintain high customer satisfaction by resolving issues quickly and effectively - Oversee team operations including vehicle exchanges, returns and fleet management - Monitor fleet readiness, maintenance schedules and vehicle availability - Identify process improvements and ensure compliance with company policies, procedures and safety standards ### What you'll bring to Splend - A full, unrestricted Australian Driver's Licence - Proven experience in an operations, retail, or service management role, ideally in automotive, logistics, or a customer-facing environment - Strong leadership and people management skills, with a hands-on, lead-by-example approach - Qualification or training in retail, customer service, or team leadership highly regarded - Experience managing fleet or vehicle-based operations in a fast-paced, multi-priority customer service environment