Customer Experience Team Leader

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 

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

1. Intro with our Talent team to understand your background, aspirations, and answer your questions. 

1. Interview with the hiring manager to discuss your experience and how it aligns with this role.  

1. Where it applies, we’ll ask you to complete a practical case study.  

1. Final interview to discuss Splend’s long-term vision and to check any remaining questions. 

Diversity & Inclusion

At Splend, we value diversity and inclusion and consider it key to our success. We’re dedicated to fostering a workplace where everyone is respected and supported. We celebrate differences in race, gender, age, sexual orientation, religion, and ability, seeking diverse perspectives to drive us forward.  

If this role sounds like you, but you're not quite sure if you meet every requirement, apply anyway. We're interested in the whole person - your attitude, your potential, and what you'd bring to the team - not just a checklist of credentials. We'd rather hear from you than have you talk yourself out of it. 

When you apply, let us know if there are any reasonable adjustments we can make to accommodate you during the interview process.