Team Lead, Customer Support – In-Store

This is a fully remote position, open to applicants in Australia.

📋 Description

• Lead the customer support team for the APAC region.

• Manage daily operations of the team.

• Act as a player-coach by providing direct support to customers when necessary.

• Mentor and assist customer support representatives.

• Track key performance metrics and offer regular feedback.

• Provide coaching to foster growth and success among team members.

• Ensure accurate documentation and carry out quality reviews.

• Evaluate trends in customer satisfaction.

• Develop effective training programs.

• Work collaboratively with Customer Success, Product, and other departments to enhance the overall customer experience.

⛳️ Requirements

• Minimum of 3 years’ experience in Technical Customer Support.

• Experience in SaaS is advantageous.

• Proven ability to inspire, coach, and develop a high-performing remote team.

• Strong dedication to providing an exceptional customer experience.

• Excellent written and verbal communication skills, both in person and online.

• Proficient problem-solving abilities for complex and escalated issues.

• Familiarity with support tools and systems, including CRMs, help desk platforms, and analytics dashboards.

🏝️ Benefits

• Comprehensive benefits and perks offered.

• Support for employees’ happiness, health, and overall well-being.

• Accommodations provided during the recruitment process.