Team Leader – Customer Support
Plenti
full-time
Posted on:
Location Type: Hybrid
Location: Adelaide • 🇦🇺 Australia
Visit company websiteJob Level
Senior
About the role
- inspire, coach, and lead a high-performing support team in a fast-paced environment
- manage daily operations, monitor performance, handle escalations
- shape the culture and growth of the team
- work closely with other departments to enhance overall customer journey
- ensure our service consistently exceeds expectations
- oversee daily support operations, ensuring efficient queue management and consistent SLA delivery
- allocate resources effectively to balance workloads and maintain service levels
- act as the primary escalation point for complex customer issues
- analyse customer feedback and complaints to identify trends and implement process improvements
- monitor and analyse team performance, customer satisfaction, and operational trends
- produce regular reports for senior management with actionable insights and recommendations
- identify training needs and process gaps based on QA results and customer feedback
Requirements
- 3–5 years’ experience leading a customer support or service team (financial services experience is preferred however, not essential)
- Proven leadership and coaching skills with a track record of developing high-performing teams
- Strong problem-solving abilities, especially in escalation management
- Strong understanding of contact centre operations, queue management, and SLA delivery
- Analytical and data-driven, able to turn insights into actionable improvements
- Knowledge of regulatory requirements and compliance best practices in customer service
Benefits
- flexible working
- volunteer and study leave to develop your skills
- monthly social events
- office snacks
- company Townhalls
- D&I initiatives and events
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
queue managementSLA deliverydata analysisperformance monitoringprocess improvementcustomer feedback analysisreportingescalation managementregulatory compliancecustomer service operations
Soft skills
leadershipcoachingproblem-solvingteam managementcommunicationanalytical thinkingresource allocationcustomer satisfaction focusinterdepartmental collaborationcultural shaping