Software Support Team Leader

4 weeks ago

Melbourne, Australia Halcyon Knights Full time

Overview

Join a client whose software can be found in clinics across Australia, New Zealand and APAC. Our client is a leading provider of HealthTech Practice Management Software. They have innovative solutions that help health professionals deliver the best possible care to their patients. Our client has global operations and is headquartered in the USA and NZ, with 25 people in their Melbourne office. They operate via voice, email and chat like a traditional call centre, with additional complexity as they provide product support for medical practice management software. Founded in 2018, they deliver $600m in revenues, creating opportunities for growth globally within their business.

Software Support Team Lead

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

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

About the Role

You/'ll lead a team of software support professionals across the APAC region, delivering outstanding customer experience while achieving key support metrics. You/'ll 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 type of roles
- Experience managing technical support or help desk teams.
- Strong communication, people leadership, and organisational skills.
- A customer-first mindset with a keen focus on continuous improvement

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

If you have 1-2 years experience as a team lead in software support, help desk or technical support please APPLY.

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