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Customer Support Team Leader
XylemCustomer Support Team Leader leading technical customer service, order management and escalations for Xylem’s sustainable water technology solutions. Coaching teams and improving service performance across Australia.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading customer support operations, focusing on service level management, team development, and stakeholder relationship building. Proficient in driving customer service metrics and fostering continuous improvement in a technical or industrial environment.
Highest-signal resume keywords
Customer Service LeadershipCoaching And MentoringStakeholder Relationship ManagementERP And CRM Systems ExperienceProcess Execution And Compliance
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Support OperationsService Level ManagementCase Ageing ManagementOrder Fulfilment PerformanceTechnical Sales ExperienceCommercial AwarenessRisk ManagementQuality Assurance
Soft Skills
Strong Communication SkillsRelationship-Building SkillsAccountabilityResponsivenessContinuous Improvement Mindset
Tools & Technologies
ERP SystemsCRM SystemsBusiness Systems
Industry Keywords
Industrial SectorTechnical EnvironmentPumpsWater Industry
Tech Stack
Tools & technologiesERP
About the role
Key responsibilities & impact- Lead day-to-day Customer Support operations, ensuring enquiries, quotations, orders, cases and customer requests are managed within agreed service levels and business priorities
- Triage and coordinate customer enquiries across phone, email, web and face-to-face channels
- Serve as the primary escalation point for complex customer issues
- Partner with cross-functional teams to deliver effective outcomes and a positive customer experience
- Coach, mentor and develop team members to strengthen product, application and commercial capability
- Monitor and drive customer service metrics including response times, case ageing, backlog management, customer satisfaction and order fulfilment performance
- Build strong internal and external stakeholder relationships
- Foster accountability, responsiveness and continuous improvement across the service network
Requirements
What you’ll need- 3–5+ years’ experience in an industrial, technical or customer-facing environment
- Proven capability leading customer service, support or relationship management teams, including coaching and developing others
- Strong communication and relationship-building skills with customers and stakeholders at all levels
- Experience in engineering, technical sales, pumps, water or a similar industrial sector is ideally preferred
- Commercial awareness and strong attention to process execution, operational detail, risk, safety, quality and compliance
- Experience using ERP, CRM or business systems
- Ability to support change and service improvement
Benefits
Comp & perks- Competitive salary + company bonus program
- Company-funded income protection insurance
- Subsidised health insurance for you and your immediate family
- 13% superannuation
- Gym membership discounts and wellbeing benefits
- Additional leave entitlements
- Structured training and career development pathways
- Xylem Watermark volunteer program participation