Technical Support Team Lead

2 weeks ago

Melbourne, Victoria, Australia beBeeTeam Full time $65,000 - $75,000
Technical Support Team Leader

We are seeking a driven and experienced leader to join our dynamic support team.

About the Role:
  • Lead a team of technical support professionals across the region, ensuring an outstanding customer experience while achieving key support metrics.
  • 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.
  • Handling critical incident escalations and working closely with internal development and implementation teams.
  • Overseeing resource management, ticket allocation, and 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.
  • Supporting cross-functional collaboration with sales, customer success, and implementation teams.
Requirements:
  • 3–5+ years of experience in customer service, with at least 1–2 years in a team leadership or supervisory capacity.
  • Demonstrated success in managing and motivating technical support or help desk teams.
  • Strong communication, people leadership, and organisational skills.
  • A customer-first mindset with a keen focus on continuous improvement.
  • Solid technical aptitude and hands-on experience with CRM systems and the Microsoft Office suite.
  • Knowledge of the healthcare or dental software market is a bonus – but not essential.
Why This Opportunity?
  • Be part of a global leader in dental software solutions.
  • Work in a collaborative and supportive team environment.
  • Opportunity to make a real impact on customer satisfaction and business success.

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