Customer Experience Team Leader - Onsite

About Us

InDebted is changing the world of consumer debt collection for good. We’ve disrupted the traditional debt collection industry by providing businesses with a better way to support overdue customers to get back on track. Our solution is product-led, driven by AI and ML, and places customer experience at the core.

We’re fully remote, with a team of over 300 people living and working all around the world. Founded in Australia, we’ve since expanded into the United States, United Kingdom, Canada, and New Zealand. We’ve doubled our revenue year over year, with significant growth on the horizon. Now is an incredible time to join the team as we continue on our mission to help millions of consumers resolve debt, better.

Summary Description:

As a 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 dedicated to a strategic client, and ensure we are meeting all client expectations and SLAs in regards to quality across both digital and inbound + outbound voice interactions
• Be the representative for the Customer team on relevant client calls, calibrations and audits
• Monitor key metrics (including quality, productivity, and revenue for outbound voice agents) at a team and individual level,
• Provide regular and impactful coaching to your team
• Partner with the QA team to implement and execute an effective QA program
• 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
• Taking calls and digital interactions based on volume or team availability

Must have:

• Minimum of 2-3 years experience leading a team in a changing environment
• Experience engaging with external stakeholders
• Must be able to work from office 5 days/week
• 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 service experience
• Strong self-organization, decision making and analytical abilities
• Creative problem solving skills
• Strong detail orientation

Nice to have

• Experience working over the phone with customers, preferably in the debt collection space
• Fluent in writing, listening and speaking Spanish
• Familiarity with debt collection regulations in the United States; and
• Exposure to a high growth startup environment

What Does Success Look Like in the First 90 Days:

• Built strong relationships with your direct team, and peers within customer service and in other key functions
• Helped 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
• Guided a team member to an ‘aha’ moment, to help them improve their performance
• Identified a process that we can improve and implemented it with the support of your team and other functions, living our bias for action value
• Been a key part of developing a strong QA process for the team
• Supported your team to achieve 90+ on our quality scorecards, demonstrating how easily you can help customers on their debt free journey and follow regulations

Our Benefits 

Recognised by the AFR as Australia's Best Place to Work in 2022, the benefits of life at InDebted include:

Flexible paid leave - Our trust-based leave model enables you to 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

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.

For Recruiters: We appreciate the interest of all candidates and recruitment agencies, however for this role we are managing this hiring process internally and will not be accepting applications through recruitment agencies. Thank you