Customer Support Lead

At Metcash, you’re part of something bigger. We’ve got the heart of a small business with the strength and support of a big business.

When you join Metcash, your work makes a real difference to independent businesses and local communities, empowering you to:

- Grow your career with tailored development programs
- Thrive your way with flexible work options
- Make your mark in a high-performing, values-led team

At Metcash Food, we’re the power behind local business, proudly supplying over 1600 independently owned stores in every corner of Australia and New Zealand. With a range of trusted independent brands like IGA, Foodland and Campbells/C-Store, our stores sit at the heart of their communities, providing locals with the products and homegrown produce they love most.

**About the Opportunity**

Fantastic opportunity to join Metcash as a **Sorted Customer Success Lead**. The Customer Success Lead will act as the second-in-command (2IC) for the Customer Success Team, ensuring seamless day-to-day operations and providing tactical leadership. While not managing direct reports, this role bridges high-level strategy with operational execution, stepping in to lead the team when the Customer Success Manager focuses on strategic projects. The Customer Success Lead will support team efficiency, oversee daily workflows, and ensure the delivery of exceptional support for all Sorted users.

The Customer Success Lead emphasises operational leadership, maintaining team productivity, and ensuring customer satisfaction by addressing immediate challenges and managing tactical initiatives. By focusing on daily operations, the Customer Success Lead plays a critical role in enhancing team efficiency and supporting Sorted’s adoption as a leading B2B digital marketplace.

**In this Role**
- Act as the day-to-day operations leader for the Customer Success Team, ensuring smooth workflows and effective inbox management.
- Support the Customer Success Manager with team oversight, escalations, and performance monitoring.
- Coordinate customer-facing activities including training sessions, support calls, and operational reviews.
- Handle complex customer issues and escalations, ensuring timely and high-quality resolutions.
- Foster a collaborative, customer-focused team culture through mentoring and support.
- Ensure consistent support experiences across all user types (Retailers, Suppliers, Buyers, Sellers), meeting SLA commitments.
- Drive process improvements and support the implementation of tools and workflows to enhance customer experience.

**You’re Likely a Match If**
- Minimum 2 years’ experience in Administration, Customer Service, or Data Governance roles.
- Strong attention to detail and ability to manage structured, process-driven tasks.
- Proven experience supporting customers through IT project changes, across both Implementation and BAU phases.
- Excellent communication skills and a collaborative approach to working with cross-functional teams.
- Strong prioritisation skills to manage multiple customer technology adoptions simultaneously.
- Customer-centric mindset with experience in retail or FMCG environments (highly desirable).
- High proficiency in Microsoft Office Suite, including Excel, Word, SharePoint, and cloud-based tools

**What’s on offer**

We’re proud to offer a workplace that supports your well-being, growth, and belonging:
️ Extra Leave: Enjoy a 5th week of annual leave, 2 well-being days, plus 1 volunteer day annually

Career Growth: Endless learning and development opportunities

Parental Leave: 12 weeks of gender-neutral paid leave for primary carers

Inclusive Culture: Bronze Employer for LGBTQ Inclusion
- ️ Neutral Pay Gap: Gender pay gap under 5% (WGEA 2024-2025)

Mental Health: Gold accreditation by Mental Health Australia

Flexibility: Flex Ready and Family Friendly Workplace accredited

**About Us**

**Join us and be part of something bigger**

Metcash is Australia’s leading wholesale distribution company, with $19.5 billion in sales (FY25) and a proud spot in the ASX Top 125.

We believe in the power of independent, family-owned businesses to shape vibrant communities. Through our food, liquor, and hardware pillars, we help retailers become the ‘Best Store in Their Town’ by providing merchandising, operational and marketing support.

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