Support & Escalations Team Lead

6 days ago

Sydney, New South Wales, Australia Smokeball Australia Full time $104,000 - $130,878 per year

About Smokeball

With offices in Australia, the US, and the UK, Smokeball is the leading provider of legal practice management software, helping small and mid-sized legal practices run their best firm and live their best life. We're passionate about what we do, and our clients know it

Not to brag, but we've just been awarded the best place to work in Australia by Wrk+, and once again, we have been certified as a "Great Place to Work". Culture plays a big part in our success, and our clear purpose and vision motivate us daily.

About the Job:

We're on the hunt for a Support & Escalations Team Lead who loves problem-solving, thrives in fast-paced environments, and gets a buzz out of helping others. You'll be the go-to person for escalations and incidents, keeping tickets flowing smoothly while coaching and supporting the team. Working closely with our Product and Development teams, you'll champion the client voice, refine processes, and bring fresh energy to how we work. If you're a strong communicator, a natural collaborator, and passionate about supporting teams, improving workflows, and delivering outstanding client outcomes, we'd love to have you on board

What You'll be Doing

  • Provide coaching and mentoring to the Client Experience and Support team, fostering engagement, knowledge sharing, and professional growth.
  • Act as the central point for escalations, incident management, ensuring sufficient information is provided, and distributing them to the right stakeholders including clients, partners and internal teams.
  • Oversee the day-to-day ticket flow, manage backlogs, monitor team capacity, and ensure team is meeting and exceeding their KPI's consistently.
  • Own internal comms, document and improve processes, and collaborate cross-functionally to troubleshoot and advocate for clients.

Your Experience

  • 4+ years' team lead experience in a customer support or helpdesk environment, supporting SaaS solutions.
  • Experience in L3 support or escalation management, with the ability to perform under pressure.
  • Strong technical troubleshooting and triage skills, with the ability to review, prioritise, and manage multiple incoming escalations.
  • Excellent written and verbal communication skills
  • Solid organisational skills with a proven ability to prioritise effectively in a fast-paced environment.

What's in it for you?

Competitive Salary

Wellbeing allowance

Be part of a forward-thinking company that is transforming the legal industry.

Generous PTO

Paid Parental Leave

Office lunches and loads of snacks

And of SWAG

*Smokeball is an equal opportunity employer and is committed to providing an open, welcoming environment for everyone. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.

Don't meet all the criteria? No worries If our values resonate with your personal values and you think you have what it takes, we'd love to hear from you

Please note: This role is only open to Australian residents. Unfortunately, we are not able to offer sponsorship currently.

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