Product Support Lead

Connective, Australia's leading mortgage aggregator, is seeking a dynamic Product Support Lead to manage our application support team. In this role, you'll take ownership of the support function for our cloud-based CRM platform used by enterprise clients. You'll lead Level 1, 2, and 3 product support, oversee incident and problem management, ensure release readiness, and coordinate bug triage in close partnership with Product and Engineering teams while consistently meeting tight SLAs.

• Hybrid working environment
• Be part of a strong and vibrant culture
• Lead a high performing team of nine

The Business

Connective is Australia's largest and most innovative mortgage, commercial and asset finance aggregator and the preferred choice for leading brokers. With award winning products, our unparalleled proprietary software and exceptional customer support, we are driven to be the business partner that brokers can't imagine doing business without. With a strong and vibrant culture, we are the employer of choice for outstanding and dynamic professionals.

Our Helpdesk team serves as the first point of contact for many of our brokers, and this role presents an exciting opportunity for a skilled and experienced Product Support Lead to guide and inspire the team.

The Role

The Product Support Lead plays a critical role in leading and overseeing the service delivery of our Helpdesk application support teams, with a strong focus on our proprietary CRM platform, Mercury Nexus. This role encompasses structural, operational, and developmental leadership – defining triage and escalation parameters, driving problem-solving, and fostering a high-performing, empowered team. Additionally, the Product Support Lead serves as a key link between our customers and internal teams, leveraging strong stakeholder engagement and analytical skills to facilitate the flow of information and innovation.

The role includes the following responsibilities:

• Recruit, retain and lead a high performing team in alignment with company strategy and values.
• Manage the operational activities of the Helpdesk team by developing and implementing processes and frameworks for the operational effectiveness, Service Level Agreements (SLA's), triage and escalation activities.
• Understand broker experience and the relationship between services offered by Connective, with a focus on continuous improvement.
• Oversee the Connective Help Centre to ensure it is up-to-date, fully covers all features and is fit for purpose.
• Act as a conduit for information and insight between Helpdesk and relevant internal teams (e.g., Software Development team, Security, Compliance and Sales).
• Analyse reports, data and trends.
• Provide and test analysis insights with relevant stakeholders.
• Collaborate with key stakeholders to produce solutions (including bug fixes, new initiatives etc)

About you

As a passionate service delivery professional, you bring a structured, customer-focused approach and exceptional analytical skills. With proven experience leading customer support functions, you excel at problem-solving and possess strong technical capability and expertise. You will also have:

• Demonstrated experience in CRM/software troubleshooting and support
• Leadership & management experience
• Intimate knowledge of a service desk ticketing system (Intercom experience advantageous)
• Strong ITIL, policies, organisation and commitment to exceeding customer service levels
• Excellent written and verbal communication skills
• Experience with AI and willingness to adopt new technologies
• Ability to problem solve through analytical thinking
• Strong organisational, planning and prioritisation skills.

The Benefits

As a valued member of the Connective team, you'll enjoy:

• A high-performing, supportive team culture
• A comprehensive range of benefits designed to support and reward you
• Progressive leave policies, including birthday leave
• A competitive remuneration package with access to an annual profit share

To Apply

To apply, please click on the link.

All applications will be handled with strict confidentiality. For further information, please visit

Email us at for the Position Description