Customer Experience (Digital) Team Leader

About Us

Committed to making a difference, InDebted was founded to change the world of consumer debt recovery for good. We're disrupting a broken industry and creating a better way for businesses to recover debt - where the customer comes first.

We’re a global, digital-first, and customer-obsessed team of over 200 people, living and working across 11 different countries.

And we’ve also recently been named the AFR BOSS Best Place to Work! By focusing on the happiness and well-being of our people, we’ve created a truly flexible, purpose-driven, and engaging workplace. We’re all here with one shared vision - to remove barriers to financial freedom for all people.

Summary Description: As a Customer Experience (Digital) Team Leader, you actively and effectively support the team to achieve business objectives and will be primarily responsible for coaching agents to ensure productivity, effectiveness and compliance KPIs are met.

If you thrive in a fast-paced environment, see challenges as opportunities to innovate, are motivated by the chance to build something great and help change the world of debt recovery for good, and delight in the growth and success of your team and the adulation of your customers, then this is the perfect fit for you.

Duties and Responsibilities:

• Manage a team to ensure we are meeting all client expectations in regards to quality across both digital and voice interactions
• Provide regular and impactful coaching to your team
• Handle escalations to ensure customers have any concerns resolved
• Role model our core values and guide your team to demonstrate these values every day
• Support your team in their personal growth and career goals
• Maintain a thorough knowledge of all relevant regulations and monitor compliance within your team
• Work with your team, your peers, and other functions to identify and implement process improvements to improve efficiency, effectiveness or quality and deliver world-class service for our customers
• Provide feedback and analysis to leadership to help identify and resolve issues and assist with resource management
•  Actively and effectively support the team to achieve business objectives, while maintaining high team engagement
• Build strong relationships with your direct team, and peers within Customer Experience (Digital) and in other key functions
• Help your team support thousands of customers on their debt free journey, using your deep understanding of our product and their situation to help reach the best outcome

Monitor key metrics at a team and individual level, including:

• Productivity: 85-90%+ (depending on the specialist within the team)
• QA: 90-95% (depending on the specialist within the team)
• Team SLAs, specific to channel

Experience & Skills:

• Passion to help support and grow your team, and to have a positive impact on our customer’s debt free journey
• Strong leadership skills that inspire team members to excel by example
• Exceptional listening and comprehension skills
• Strong initiative and ability to adapt to new projects and suggest process improvements
• Computer literate with proficiency in Google suite and willingness to learn and embrace new systems
• Excellent written and verbal communication skills in order to interact clearly and concisely with team members and customers with the aim of providing world-class Customer Experience
• Strong self-organization, decision making and analytical abilities
• Creative problem solving skills
• Strong detail orientation

Our Benefits 

At InDebted, you get a lot more than just a highly rewarding and exciting career. We also offer:

Work wherever - We’re a global team working in flexible locations - choose to work from home, in a co-working space, or a bit of both, or see where the role takes you 

Employee equity - Access to share options in something big

Flexible paid leave - We offer a trust-based leave model - choose when you take leave, how much you take, and what you take it for

Uprise - Our EAP Provider supports your physical, social & psychological wellbeing

Remote work set-up - Once-off payment of $AUD750 or equivalent to help you create a working environment that supports your success and productivity.

At InDebted, we respect and celebrate the unique attributes, characteristics, and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to build better products and a better overall company. InDebted is an Equal Opportunity Employer.

InDebted is also a proud 2022 Circle Back Initiative Global Employer and we commit to responding to every applicant.