Software Support Team Lead Position

1 day ago

Melbourne, Victoria, Australia beBeeSupport Full time $90,000 - $100,000

Overview

This role is for a Team Leader to lead a team of software support specialists covering Level 1, 2, and 3 support.

The ideal candidate will have experience in customer support or call centre environment and be skilled in rostering, scheduling, and planning for call demand accordingly.

About the Role

As a Team Leader 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 looking for someone with
  • 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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