Product Support Lead

3 weeks ago

Melbourne, Victoria, Australia Buscojobs Full time

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Connective, Australia's leading mortgage aggregator, is seeking a dynamic Product Support Lead to manage our application support team. In this role, you'll take ownership of the support function for our cloud-based CRM platform used by enterprise clients. You'll lead Level 1, 2, and 3 product support, oversee incident and problem management, ensure release readiness, and coordinate bug triage in close partnership with Product and Engineering teams while consistently meeting tight SLAs.

  • Hybrid working environment
  • Be part of a strong and vibrant culture
  • Lead a high performing team of nine

The Business

Connective is Australia's largest and most innovative mortgage, commercial and asset finance aggregator and the preferred choice for leading brokers. With award-winning products, our proprietary software, and exceptional customer support, we are driven to be the business partner that brokers can't imagine doing business without. We foster a strong and vibrant culture and are the employer of choice for outstanding and dynamic professionals.

Our Helpdesk team serves as the first point of contact for many brokers, and this role offers an exciting opportunity for a skilled Product Support Lead to guide and inspire the team.

The Role

The Product Support Lead is responsible for leading and overseeing the service delivery of our Helpdesk application support teams, focusing on our proprietary CRM platform, Mercury Nexus. This includes structural, operational, and developmental leadership—defining triage and escalation processes, driving problem-solving, and fostering a high-performing, empowered team. The role also involves acting as a key link between customers and internal teams, leveraging stakeholder engagement and analytical skills to facilitate information flow and innovation.

Key responsibilities include:

Recruit, retain, and lead a high-performing team aligned with company strategy and values.Manage operational activities of the Helpdesk team by developing and implementing processes for operational effectiveness, SLAs, triage, and escalation.Understand broker experience and focus on continuous improvement of services.Oversee the Help Centre to ensure it is current, comprehensive, and fit for purpose.Act as a conduit for information between Helpdesk and internal teams (e.g., Software Development, Security, Compliance, Sales).Analyze reports, data, and trends to inform improvements.Provide insights through analysis and testing with stakeholders.Collaborate on solutions, including bug fixes and new initiatives.

About you

You are a passionate service delivery professional with a structured, customer-focused approach and exceptional analytical skills. You have proven experience leading customer support functions, excel at problem-solving, and possess strong technical expertise. Additionally, you will have:

Experience in CRM/support troubleshootingKnowledge of service desk ticketing systems (Intercom experience advantageous)Strong ITIL knowledge and commitment to exceeding customer service levelsExcellent communication skillsExperience or willingness to adopt AI and new technologiesAnalytical problem-solving skillsStrong organizational and prioritization skills

The Benefits

As a valued member of the Connective team, you'll enjoy:

A high-performing, supportive team cultureA comprehensive benefits packageProgressive leave policies, including birthday leaveA competitive remuneration package with an annual profit share

To Apply

Click on the link to submit your application.

All applications are confidential. For more information, visit

Note: Please include your salary expectations in your application.

We're committed to fairness in our fee structure and flexible plans, allowing you to switch plans with 30 days' notice.

Source: Company website extract.

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