Junior Customer Service Team Lead

2 days ago

Surry Hills, New South Wales, Australia InLoop Full time $70,000 - $120,000 per year
Let's introduce ourselves

Flexischools is Australia's #1 school ordering app, helping around 2,000 schools streamline canteen orders, uniform shops, events, and payments. We enable cashless convenience for parents and more efficient operations for schools.

We are a profit-for-purpose business, using technology and customer support to improve school communities.

About the Role

As a Junior Team Lead in Customer Support, you'll play a crucial role in assisting customers while managing a small team of support agents. You'll oversee daily operations, guide your team in resolving issues, and drive process improvements—all while continuing to engage directly with customers. This is a hands-on leadership role for someone ready to grow in a management position.

What You'll Do

  • Customer Support – Assist customers across multiple channels, resolving issues quickly and professionally while meeting service targets.
  • Team Management & Coaching – Lead daily operations, coach and support team members, and manage escalations for complex cases.
  • Performance Monitoring & Support – Track performance, provide feedback, onboard new members, and optimise workflows for efficiency.
  • Escalation Management – Take ownership of high-priority cases and guide the team through complex challenges.
  • Continuous Improvement – Identify bottlenecks, resolve recurring issues, and implement process improvements.
  • Reporting – Analyse performance data and share insights with leadership to strengthen team outcomes.
  • Cross-Functional Collaboration – Partner with Product, Engineering, and other teams to resolve issues and provide feedback for improvements.
  • CRM & Documentation – Maintain accurate records of interactions, performance, and resources to ensure consistent support.

What You'll Bring

  • Proven experience in customer support, ideally with some leadership exposure (coordination, training, or mentoring).
  • Strong written and verbal communication skills, with the ability to handle sensitive conversations.
  • Excellent organisational and time management abilities.
  • Confidence with CRM systems, reporting tools, and customer service software.
  • Critical thinking and problem-solving skills in fast-paced environments.
  • A passion for developing others and supporting team growth.
  • A professional and approachable demeanour across all communication channels.

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