Shift

Analyst

• Manage the disbursal and collection of loan documentation with precision
• Review and verify documents in line with banking and compliance standards
• Perform reconciliations and maintain accurate settlement records
• Ensure timely updates across trackers and internal systems
• Adhere to AML, CTF, and internal risk and compliance frameworks
• Deliver within defined SLAs and reporting timelines
• Collaborate with internal stakeholders to resolve queries effectively

Trainee Analyst

Onboarding Specialist

• Assist business owners and brokers in identifying the most suitable product based on needs and circumstances with expert knowledge on Shift's products.
• Explain key features and benefits of Shift.
• Own the customer onboarding journey, including registration and compliance requirements for onboarding.
• Make credit decisions within authority levels
• Maintain accurate records and systems.
• Answer inbound customer calls as part of a rotating roster within the team.
• Comply with lending guidelines and regulatory obligations.

Client Onboarding Specialist

Human Resources

• Support the rollout of HR initiatives, systems, and policies
• Prepare documentation such as contracts and employment letters
• Design and run onboarding plans for new hires
• Answer employee queries on policies and procedures
• Monitor and respond to the HR inbox
• Help administer training and development programs
• Support performance management processes
• Maintain and update employee records and the HRIS, with a focus on data quality
• Review employment and working conditions for compliance
• Coordinate employee experience surveys and support feedback cycles
• Provide general HR administration and support P&C events
• Contribute to improvements using data insights and assist with implementation of HR tech, including AI where relevant

HR Coordinator

SDET

• Drive Shift Left practices by getting involved early in story and feature design, shaping test approaches before code is written rather than waiting to be asked.
• Own and maintain end-to-end test automation, including migrating our test suite from Cypress to Playwright.
• Design and execute test strategies that address both functional and non-functional requirements across the UI, API, and backend.
• Conduct manual exploratory testing alongside automated coverage when appropriate.
• Identify, triage, and manage defects, collaborating with engineers to resolve them in line with agreed quality standards.
• Support incident response, including impact assessment, root cause analysis, and clear communication to stakeholders while issues are ongoing.
• Serve as a quality advocate across cross-functional teams, communicating risk and impact in terms understandable to both technical and non-technical stakeholders.

QA Automation Lead

General

• Oversees a small team of Customer Solutions Specialists, providing coaching, guidance, and support to ensure team members deliver exceptional customer experiences.
• Meets onboarding and credit decision standards, and achieves performance targets.
• Assists business owners in identifying the most suitable product based on needs and circumstances.
• Allocates and monitors workloads and rosters within the team.
• Provides training, coaching, and feedback to improve skills and product knowledge.
• Handles escalated customer cases working with multiple stakeholders.
• Owns the customer onboarding journey from registration through to credit decisioning, ensuring a smooth experience.

Customer Solutions Team Leader

Customer Success Manager

• Manage a portfolio of clients, working consultatively to support solution adoption, value realization and progression of the customer journey;
• Conduct regular client meetings to align expectations, review performance indicators, identify risks and opportunities, and define next steps;
• Build and track success plans and action plans with clients, ensuring organization, follow-up and progress on discussed items;
• Monitor portfolio health indicators, solution usage, customer satisfaction, support tickets and other signals that may indicate risk, low adoption or opportunities for engagement;
• Proactively identify challenges, risks of dissatisfaction, low perceived value or potential impacts on the client’s operations;
• Coordinate internally with teams such as Support, Implementation, Product, Sales and other stakeholders to seek alignment, solutions and improvements to the customer experience;
• Escalate critical situations when necessary, contributing to the development and monitoring of action plans until stability is restored;
• Identify opportunities to improve solution usage, advising clients on best practices, features and processes;
• Contribute to the continuous improvement of the customer journey by feeding internal teams with insights, needs, risks and opportunities identified;
• Support VoC — Voice of the Customer initiatives, as well as efforts around satisfaction, retention, adoption and expansion of customer-perceived value;
• Record interactions, meetings, action plans, risks, opportunities and next steps in the tools used by the team;
• Work in accordance with the processes, rituals, metrics and procedures established by the Customer Success area.

Trainee Analyst

Client Onboarding Specialist

HR Coordinator

QA Automation Lead

Customer Solutions Team Leader

Mid-level Customer Success Analyst