Customer Support Lead

1 week ago

Sydney Melbourne City Of Brisbane, Australia Chuffed Full time
Overview

Role: Customer Support Lead

Location: Australia, remote

Type: Full-time

Chuffed.org is a global crowdfunding platform powering the world's biggest social justice movements. We've helped raise over $250M across 35,000 campaigns in 23 countries and we're just getting started.

In the last year we've grown 3x and become the go-to platform for activists and organisations in two of the biggest social justice movements of our times: Palestine and climate justice.

We're now hiring a Customer Support Lead to help us deliver an outstanding experience for our campaigners and donors, while building a world-class support function that scales with our growth.

Responsibilities
  • Lead and develop the team: Manage, mentor, and motivate our two Customer Support Specialists; coach the team through regular check-ins and foster a culture of empathy, accountability, and continuous improvement; jump into the support queue yourself when needed.
  • Improve our support operations: Maintain, update, and modernize our support documentation and processes; handle complex or high-priority escalations with speed and empathy, which may involve investigating technical issues and payment or customer data; implement systems to track performance metrics like response times, resolution rates, and customer satisfaction.
  • Turn insights into action, and build the next version of how we do support: Distill recurring support issues into clear product feedback for the team; summarize top customer pain points and share insights with the broader team each month; own the implementation of AI-powered tools to improve efficiency and response quality.
Qualifications
  • 5+ years experience in customer support with at least 2 years in a leadership role, focusing on email based support
  • Experience mentoring, coaching, and motivating a small support team
  • Experience improving support processes, workflows, and documentation
  • A customer-first mindset with excellent written and verbal communication skills
  • Strong analytical skills — comfortable interpreting data and turning insights into action
  • Preferred: customer support experience in a technology, analytics or software company
  • Bonus: experience with AI-driven support tools, platforms like Lorikeet, Decagon, Sierra
  • Bonus: experience with activists, fundraisers or online marketplaces
Benefits
  • $110K plus superannuation (depending on experience).
  • Do work that matters. Wake up every day knowing you're helping people around the world fund causes they care deeply about.
  • Be part of a team that cares. No egos, no politics — just passionate, driven people working together to support world-changing movements.
  • Work from anywhere in Australia. We're a fully remote team and support flexible working.
  • Grow fast. We're in a high-growth phase — you'll be trusted with real ownership, big ideas, and the chance to shape our support strategy.
  • Join a values-aligned workplace. We're building a diverse, inclusive team, and strongly encourage people from all backgrounds and lived experiences to apply.

#J-18808-Ljbffr

  • Urgent Search! Customer Support Lead

    6 days ago

    City of Brisbane, Australia Chuffed Full time

    Overview Role: Customer Support Lead Location: Australia, remote Type: Full-time Chuffed.org is a global crowdfunding platform powering the world’s biggest social justice movements. We’ve helped raise over $250M across 35,000 campaigns in 23 countries and we’re just getting started. In the last year we’ve grown 3x and become the go-to platform...

  • Customer Support and Sales Lead

    3 weeks ago

    City Of Stirling, Australia Juniper Full time

    About Juniper:At Juniper we are proud to be one of Western Australia's biggest local aged care providers, championing individualised care that keeps our customers connected to the people, passions and places they have always loved. Right across the state, we are committed to exceptional care, accommodation, and support services for older Western...

  • Customer Specialist Support Lead

    1 week ago

    Melbourne City Centre, Australia Transurban Full time

    Working at Transurban is different; it’s a place where you can see the benefits of your work play out in real life, every day. We create city-sized solutions building and operating safer, smarter, and more sustainable roads to solve pressing transport challenges that are slowing cities down. About the role We’re seeking a Customer Specialist Support...

  • Administration Support

    2 weeks ago

    Brisbane, Queensland, Australia Lead Childcare Full time

    LEAD Childcare are searching for Administration Support to join our Head Office Team. We are looking for a professional who is hard working, has friendly phone manner, a positive attitude, open to learning new skills, follows directions well but has initiative and can work autonomously. Full training and mentoring will be provided, with a view to career...

  • Customer Support Lead

    2 weeks ago

    Brisbane, Queensland, Australia Chuffed Full time

    OverviewHelp Support the World's Biggest Social Justice MovementsRole: Customer Support LeadLocation: Australia, remoteType: Full-timeChuffed.org is a global crowdfunding platform powering the world's biggest social justice movements. We've helped raise over $250M across 35,000 campaigns in 23 countries and we're just getting started. In the last year we've...

  • Customer Support Lead

    2 weeks ago

    Melbourne, Australia Kaliba Full time

    **Location**: Melbourne - Victoria **WorkType**: Full Time **Salary**: $90,000.00 - $110,000.00 Annual **The Company** ANZ-founded SaaS scale-up has engraved itself within the Payments industry. This vendor boasts a mouth-watering product suite that simplifies business operations from front to back of house. With a focus on offering an all-in-one...

  • Customer Support Lead

    1 week ago

    Sydney, New South Wales, Australia beBeeLogistics Full time $60,000 - $85,000

    Customer Support LeadWe are seeking an experienced professional to assume responsibility for overseeing customer support operations and ensuring exceptional customer service. About the Role: The Customer Support Lead will manage a team of customer service representatives, providing guidance and coaching to enhance their skills and performance.He/She will be...

  • Customer Experience Lead

    2 weeks ago

    City Of Swan, Australia Perth Airport Pty Full time

    Perth Airport is Australia's Western Hub connecting the people, businesses and communities of Western Australia with the rest of Australia and the world. Operating 24 hours a day, seven days a week throughout the year, Perth Airport plays a significant role in providing economic, social and cultural benefits to West Australians.Perth Airport is investing...

  • Lead, Customer Support Hub

    2 weeks ago

    Melbourne City Centre, Australia NAB Full time

    Lead, Customer Support Hub & Indigenous Customer Support Line - Job number: 802743 - Primary position location: VIC- Melbourne CBD - Category: Banking & Financial Services - Category: Call Centre/Contact Centre - Work type: Permanent Full time - Closing at: Aug 28 2025 - 23:55 AEST **Favourite** In NAB Care we pride ourselves on delivering exceptional...

  • Customer Experience Lead

    1 week ago

    City of Knox, Australia beBeeCustomerService Full time $85,000 - $115,000

    We are seeking a skilled professional to lead our customer service team across the region, focusing on network and retail channels. As a key member of our leadership team, you will provide strategic direction and guidance to ensure we deliver exceptional customer experiences.Key Responsibilities:Manage a high-performing team to meet or exceed service level...