Product Support Manager

Who is Plenti?

Plenti is a fintech lender, providing faster, fairer loans by leveraging its smart technology. Plenti is a dynamic and innovative business that is growing strongly. By continuing to deliver better customer experiences, Plenti is taking market share from incumbent players in the personal lending, renewable energy, and automotive finance markets.

We are a fast moving and ambitious business that seeks to recruit smart and capable people, who can take ownership of their role to help the business thrive. With over 200 people based in Australia, Plenti is small enough so everyone can make a difference in their role, but we have very big ambitions as a team, as we go about building Australia’s best lender.

Plenti is a founder led business that launched in 2014 and is now listed on the ASX, with annual revenue of over $200 million and a loan portfolio of over $2 billion.

Roles & Responsibilities

• Issue resolution: Respond to internal support tickets, provide troubleshooting advice and apply standard resolution tactics, conducting deep investigations where required
• Triage and backlog management: You will be responsible for determining business impact and triaging unresolvable tickets to an appropriate engineering team, while maintaining stakeholder expectations on resolution times.
• Reporting: Report on key support metrics including Mean Time To Resolve and Frequency of Occurrence
• Process improvement: Develop standard documentation and support runbooks. Improve ticket management processes
• Skills & Experience Required: - 3+ years of experience in relevant support roles with proven technical problem-solving skills - Able to work as an individual and as part of a team - Experience working with Engineering teams - Excellent verbal and written communicator - Able to document work items including problem descriptions and requirements - Able to explain highly technical information to a non-technical audience - Strong technical acumen and familiarity with querying relational databases (SQL)

What's life like at Plenti?

Working at Plenti means joining a team that is high-performing, diverse, customer-focused and collaborative. It’s a place where everyone can “make it happen” and share in the results and success. If being in a dynamic industry as part of a market-leading fintech sounds like you, then join to help us reshape Australia’s financial eco-system for the good.

In return, you will enjoy a culture of innovation and entrepreneurship to take your career further. We offer flexible working and volunteer and study leave to develop your skills. We also have monthly social events, office snacks, company Townhalls and D&I initiatives and events to help you connect with your colleagues. 

Plenti is committed to a diverse and inclusive workforce.

We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people and people with disabilities. When you apply, let us know of any reasonable adjustments you may need during the interview process so we can accommodate you.