Customer Support Team Lead

2 weeks ago

Sydney, New South Wales, Australia SUSE Full time
Overview

Customer Support Team Lead role at SUSE. We are seeking an experienced and passionate Team Lead, Customer Support to join our APAC team. This is a crucial leadership role that works closely with our Support Manager to help the team meet its goals and objectives. If you have a strong background in IT, especially with Linux, and thrive in a collaborative environment, we want to hear from you. This position requires a commitment to a 7:00 AM Singapore time start.

Responsibilities
Leadership & People Management
  • Act as a point of contact for other organizations like Sales, Premium, and Consulting.
  • Provide ongoing, proactive feedback on individual performance to help team members grow.
  • Support the Escalation Manager with technical resources and serve as the escalation contact for high-severity issues.
  • Contribute to team meeting agendas and encourage strong attendance.
  • Provide guidance and support to ensure the personal well-being of the team.
  • Back up your peer Team Leads and the Support Manager during their absence.
Administrative & Operational Tasks
  • Ensure we maintain adequate support coverage to meet all response time goals.
  • Manage day-to-day administrative tasks such as vacation planning, on-call duty scheduling, and phone queue coverage.
  • Oversee queue management, including prioritizing work, assigning cases based on technical expertise, and validating entitlements.
  • Improve customer service by keeping track of complex cases and focusing resources on large, key accounts.
  • Identify opportunities for continuous improvement within our processes, including CRM functionality (Salesforce).
  • Schedule relevant training sessions and raise hardware/access requirements (e.g., Public Cloud).
  • Engage with technical leaders and coordinate with the respective manager to ensure smooth operations.
Skills & Qualifications

We are looking for a candidate who is already located in one of the following cities: Singapore, Kuala Lumpur, or Sydney, and possesses a unique blend of technical knowledge and leadership experience.

  • Experience: You must have at least 3-5 years of experience in a Customer Support role and a minimum of 3-5 years of experience in a leadership role.
  • Technical Background: A strong IT background is essential, with a preference for Linux and open-source technologies. You should have technical insight into our products and the ability to understand the implications of technical complexity, especially in high-visibility cases.
  • Business Acumen: Possess and demonstrate strong business acumen and knowledge of internal processes. Familiarity with our subscription offerings and support levels is a plus.
  • Communication: Exemplary leadership and communication skills are required.
  • Availability: Must be able to start work at 7:00 AM Singapore time.
What We Offer

We empower you to be bold, driving your career to create the future you want. We celebrate and reward your achievements.

SUSE is a dynamic environment that is evolving rapidly, thus requiring agility, strong entrepreneurship and an open mind.

This is a compelling opportunity for the right person to join us as we continue to scale and prosper.

If you're a big thinker, obsessed by execution and thrive in a dynamic environment in which you can tangibly create a lasting legacy, then please apply now

We give you the freedom to be yourself. You will work in a global community of unique individuals – like you – with different backgrounds, talents, skills and perspectives. A truly open community where everyone is welcome, has a voice and is encouraged to reach their full potential regardless of age, gender, race, nationality, disability, sexual orientation, religion, or any other characteristics.

Sounds like the right fit for you? Click Apply to submit your resume. A recruiter will contact you if your skills match our current or any future positions. In the meantime, stay updated on the latest SUSE news and job vacancies by joining our Talent Community.

SUSE Values
  • Choice
  • Innovation
  • Trust
  • Community
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Information Technology
Industries
  • Software Development

Referrals increase your chances of interviewing at SUSE by 2x

Sign in to set job alerts for "Customer Support Team Lead" roles.

#J-18808-Ljbffr

  • Team Lead

    3 days ago

    Sydney, New South Wales, Australia beBeeCustomerSupport Full time $90,000 - $120,000

    Team Lead - Customer SupportAs a Team Lead, you will be responsible for leading and motivating the Customer Support team to deliver exceptional customer experiences. You will oversee the team's performance metrics, provide ongoing training and support, and collaborate with other teams to ensure seamless customer interactions.About the RoleLead a dynamic team...

  • Customer Support Team Lead

    1 day ago

    Sydney, New South Wales, Australia beBeeLeadership Full time $83,999 - $124,999

    About this roleWe are seeking a customer support leader who can drive exceptional customer experiences and lead a diverse team of support representatives.This is a great opportunity to join our organisation and make a real impact on the way we serve our customers. You will be responsible for developing and implementing strategies to improve customer...

  • Customer Support Team Lead

    24 hours ago

    Sydney, New South Wales, Australia beBeeCustomerSupport Full time $100,000 - $110,000

    Customer Support Leadership OpportunityThe ideal candidate will lead a team of Customer Support Specialists, improving support operations and driving customer satisfaction.Key Responsibilities:Lead and develop the team: manage, mentor, and motivate team members; coach through regular check-ins and foster a culture of empathy, accountability, and continuous...

  • Customer Support Team Lead

    3 days ago

    Sydney, New South Wales, Australia beBeeCustomerSupport Full time $120,000 - $150,000

    About UsWe're an innovative tech company driven by a vision to improve shipping experiences globally.We're proud of our Australian roots and global approach, offering the benefits of a dynamic startup in a growing industry that needs attention.Your RoleYou will lead a team of customer support professionals, delivering exceptional service to clients...

  • Customer Support Team Lead

    3 days ago

    Sydney, New South Wales, Australia Tyro Full time

    Why work for TyroWe're not just like every other bank. Tyro has always been a tech company at heart, but fostering a diverse and inclusive environment, and a passion for continuous learning has always been one of the most important parts of our company's culture.Tyros are a highly collaborative mix of people. You will work closely with our awesome teams and...

  • Customer Support Team Lead

    12 hours ago

    Sydney, New South Wales, Australia Global Payments (Beamery) Full time

    **Description**:**About Us**:Through local expertise and global scale, we at **Global Payments** Oceania deliver market-leading technology solutions through five regional sub-brands — Eway, Ezidebit, **Sentral,** Pigeonhole Software and Storman.Collectively, these brands are anchored by Global Payments, a world leader in payments and software solutions and...

  • Customer Support Team Lead

    2 days ago

    Sydney, New South Wales, Australia beBeeCustomerCentric Full time $100,000 - $120,000

    Leadership OpportunityWe are seeking a highly motivated and customer-focused individual to lead our client support team.As a progressive organization with a strong track record of retention, we offer a unique opportunity for a driven leader to develop a high-performing team.The ideal candidate will possess a solid understanding of the contact centre...

  • Customer Support Team Lead

    3 days ago

    Sydney, New South Wales, Australia beBeeLeadership Full time $91,234 - $123,456

    Lead a Team of Support SpecialistsThe primary responsibility of this role is to lead a team of Network Support Specialists who provide exceptional customer support via phone, email, and chat on wireless networks enabled by eero devices.Key performance indicators for this role include ensuring the team provides exceptional customer support aligned with...

  • Customer Support Team Lead

    14 hours ago

    Sydney, New South Wales, Australia Global Payments Full time

    Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results....

  • Customer Support Team Lead

    2 weeks ago

    Sydney, New South Wales, Australia beBeeLeadership Full time $80,000 - $120,000

    Job Title: Customer Support Leadership RoleThis leadership position is responsible for overseeing a small team of customer service representatives, ensuring excellence in daily customer order management, order fulfillment processes, and responding to inquiries from customers and overall efficiencies within the Manufacturing business.The ideal candidate will...