Software Support Team Leader

2 weeks ago

Melbourne, Victoria, Australia Halcyon Knights Pty Ltd Full time $100,000 - $120,000 per year

Join a client whose software can be found in clinics across Australia, New Zealand and APAC. Our clients is a leading provider of HealthTech Practice Management Software. They have innovative solutions that help health professionals deliver the best possible care to their patients.

Our client has global operations and is headquartered out of USA, NZ and has 25 people in their office in Melbourne. They operate via voice, email, chat like a traditional call centre but a little more complex as proving product support to customers on medical practice management software. Founded in just 2018 they deliver $600m in revenues so there are opportunities for growth globally within their business.

Software Support Team Lead

We are looking for someone to lead a team of 7-10 software support specialists covering Level 1, 2, 3 support. You will report into the Software Support Manager who has 3 team leads reporting into him. This role is covering A/NZ and some clients in APAC. You will need to coach, mentor, and manage the team emphatically to deliver amazing customer support to their clients.

For this role you will come from a customer support or call centre environment and have been in a team leader or supervisory role managing a similar team and be skilled in rostering, scheduling and able to plan for call demand accordingly. 

About the Role You'll lead a a team of software support professionals across the APAC region, delivering outstanding customer experience while achieving key support metrics. You'll play a hands-on role in managing day-to-day operations, driving team development, and responding to critical incidents.

Key Responsibilities

  • Leading, mentoring, and developing a high-performing support team.
  • Managing team performance to meet and exceed KPIs across case resolution, call quality, and customer satisfaction
  • Overseeing resource management, ticket allocation, backlog resolution. Ensuring a high standard of call quality, knowledge base usage, and accurate CRM records.
  • Coaching the team through continuous feedback, training, and performance appraisals

We are keen to see

  • 1-2 years in a team lead or supervisory capacity in a call centre, technical support or help desk role
  • 3-5+ years experience in customer service type of roles
  • Experience managing technical support or help desk teams.
  • Strong communication, people leadership, and organisational skills.
  • A customer-first mindset with a keen focus on continuous improvement

On offer is a salary $90K to $100K + super + bonus

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