User Support Team Leader

2 days ago

Sydney, New South Wales, Australia Quay Appointments Full time $80,000 - $120,000 per year

User Support Team Leader 

High-Growth Tech Start-Up

Location: Sydney (Onsite, Full Time)

Remuneration: Highly competitive salary based on experience + performance bonus

An exciting opportunity exists to join a rapidly growing technology start-up operating in the cryptocurrency and blockchain sector. Our client is seeking an experienced and hands-on User Support Team Leader to manage and scale their user support operations, delivering exceptional service to a global user base.

This role suits a driven and adaptable leader who thrives in fast-paced, evolving environments. You'll lead a team of four User Support Representatives, with plans for significant growth as the business continues to expand. Working closely with senior leadership, you'll ensure users receive responsive, high-quality support while fostering a culture of accountability, learning, and continuous improvement.

Key responsibilities

  • Lead and support the User Support team, ensuring world-class service delivery and adherence to SLAs.
  • Manage daily operations including queue monitoring, escalations, and VIP or high-touch user cases.
  • Coach, train, and onboard new team members to maintain consistency and excellence in service.
  • Collaborate cross-functionally to identify process improvements and user experience enhancements.
  • Manage rosters for the User Support Team.
  • Manage crisis and incident responses with professionalism and precision.
  • Maintain clear communication channels across operations, technical, and leadership teams.

About you

  • Proven experience leading a user support or customer operations team in a fast-paced, technology-driven environment.
  • Strong problem-solving ability with a calm, decisive approach under pressure.
  • Demonstrated capability to manage escalations, high-value clients, or sensitive issues with discretion.
  • Excellent communication and stakeholder management skills.
  • Knowledge or experience in blockchain, fintech, or trading platforms is highly regarded.
  • Interest in cryptocurrency or digital assets is desirable but not essential.
  • Flexible approach to work hours, including occasional weekend or shift work to align with global operations.
  • Self-starter with a proactive mindset and commitment to continuous learning.

Why apply?

  • Be part of a cutting-edge tech start-up at the forefront of blockchain innovation.
  • Lead and shape a talented support team during a key growth phase.
  • Highly competitive remuneration package with performance-based bonus.
  • Collaborative culture where ideas are valued and experimentation is encouraged.

If you're an experienced people leader who thrives in dynamic, high-growth environments and wants to contribute to the next generation of digital innovation, we'd love to hear from you. You can have a confidential discussion with Jessica Priebee - contact

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