Customer Experience Team Leader

Location
Brisbane, Australia

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.

What you'll be doing
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Lead, coach and support a small team to deliver operational excellence and outstanding customer service

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Conduct regular feedback and development conversations with team members

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Build a collaborative, customer focussed work environment

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Ensure every driver visiting the hub receives an exceptional experience

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Maintain high customer satisfaction by resolving issues quickly and effectively

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Oversee team operations including vehicle exchanges, returns and fleet management

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Monitor fleet readiness, maintenance schedules and vehicle availability

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Identify process improvements and ensure compliance with company policies, procedures and safety standards

What you'll bring to Splend
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A full, unrestricted Australian Driver's Licence

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Proven experience in an operations, retail, or service management role, ideally in automotive, logistics, or a customer-facing environment

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Strong leadership and people management skills, with a hands-on, lead-by-example approach

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Qualification or training in retail, customer service, or team leadership highly regarded

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Experience managing fleet or vehicle-based operations in a fast-paced, multi-priority customer service environment

Benefits & Support   
💰 Bonus scheme: Opportunity to earn based on your performance 
🎂 Day off for your Birthday!  
🚘 Salary packaging with 15% employer contributions for Electric Vehicles  
📖 Dedicated Learning & Development platform    
💭 Employee Assistance Program  
🎉 Socials: budget for team and company wide social initiatives 
 
Our Process 
Intro with our Talent team to understand your background, aspirations, and answer your questions.

Responsibilities

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

Requirements

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