Customer Support Team Lead

2 weeks ago

Melbourne, Victoria, Australia InstantScripts Full time $80,000 - $120,000 per year

We help patients across Australia living in both metro and regional communities to access affordable healthcare in the comfort and convenience of their home. We're looking for a driven leader to join us to guide our growing support team and help shape the future of healthcare delivery.

InstantScripts is Australia's largest telehealth and online digital healthcare service. We have won multiple awards but more importantly, we have been able to help over 1 million Australians access fast, safe and secure online telehealth services. We are part of Wesfarmers, one of the largest and most respected businesses in Australia (along with InstantScripts, Kmart, Bunning, and Officeworks are part of the Wesfarmers group, and employees have access to great staff benefits).

Reporting to the Customer Support Manager and working in close collaboration with our other Team Leader, role plays a key part in ensuring our Support team is guided by strong, values-driven leadership—aligned with Wesfarmers Health values, code of conduct, risk and compliance as well as health, safety and wellbeing requirements.

As part of the leadership team, there is an expectation to be available to work occasional evenings and weekends to support team coverage and operational needs.

About the Role:

  • Hybrid role, working 2 to 3 days from our office at the Docklands
  • 12 months secondment

Key Responsibilities:

  • Lead and manage a team of Customer Support team members, ensuring high performance.
  • Provide ongoing support, coaching, and development opportunities for the team.
  • Support the business to accelerate and maintain its growth through knowledge and partnerships
  • Collaborate with key stakeholders to ensure clear communication and alignment of expectations.
  • Foster a positive team culture and engagement.

What we're looking for:

Required:

  • Experience in a relevant role, combining areas of business and customer service/support.

  • Leadership skills, with an ability to lead a team to meet defined targets

  • Strong understanding of rostering and scheduling to optimize team coverage

  • Excellent oral and written communication and interpersonal skills

  • Ability to learn quickly and adapt to a dynamic environment

  • Experience in stakeholder management and conflict resolution.

  • Ability to work flexibly, work under pressure and adapt to changing priorities.

  • General computer skills and comfortable with Google Workspace

Desirable:

  • An understanding of the Australian healthcare system
  • Experience using customer support communication tools such as Zendesk or Intercom

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