Software Support Team Leader

3 weeks ago

Melbourne, Victoria, Australia Halcyon Knights Full time
Overview

Join to apply for the Software Support Team Leader role at Halcyon Knights.

Join a client whose software is used in clinics across Australia, New Zealand and APAC. The client provides HealthTech Practice Management Software that helps health professionals deliver the best possible care to their patients. The company has global operations and is headquartered in the USA and NZ, with about 25 people in Melbourne. They operate via voice, email, and chat, similar to a traditional call centre but with a more complex set of product support needs. Founded in 2018, they deliver around $600m in revenue, creating opportunities for growth globally.

Software Support Team Lead

We are looking for someone to lead a team of 7-10 software support specialists covering Level 1, 2, and 3 support. You will report to the Software Support Manager who has 3 team leads reporting to him. This role covers ANZ and some APAC clients. You will need to coach, mentor, and manage the team to deliver excellent customer support to their clients.

For this role you will come from a customer support or call centre environment and have been in a team leader or supervisory role managing a similar team. You should be skilled in rostering, scheduling, and planning for call demand accordingly.

About the Role

You will lead a team of software support professionals across the APAC region, delivering outstanding customer experience while achieving key support metrics. You will play a hands-on role in managing day-to-day operations, driving team development, and responding to critical incidents.

Key Responsibilities
  • Leading, mentoring, and developing a high-performing support team.
  • Managing team performance to meet and exceed KPIs across case resolution, call quality, and customer satisfaction.
  • Overseeing resource management, ticket allocation, backlog resolution, ensuring a high standard of call quality, knowledge base usage, and accurate CRM records.
  • Coaching the team through continuous feedback, training, and performance appraisals.
We are keen to see
  • 1-2 years in a team lead or supervisory capacity in a call centre, technical support or help desk role
  • 3-5+ years experience in customer service roles
  • Experience managing technical support or help desk teams
  • Strong communication, people leadership, and organisational skills
  • A customer-first mindset with a focus on continuous improvement

On offer is a salary $90K to $100K + super + bonus.

Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Customer Service
Industries
  • Staffing and Recruiting

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