Team Lead

1 week ago

Sydney, New South Wales, Australia Fusion5 Full time

Overview
Join to apply for the
Team Lead - Customer Engagement
role at
Fusion5
.
Lead, mentor, and empower a high-performing Customer Engagement team
Be part of a collaborative, growth-focused organisation that values innovation and customer success
Shape strategies that enhance service quality and deliver measurable value
Shape the customer experience. Lead a high-performing team. Drive exceptional service.
Fusion5 is a Transformation Partner. We help ambitious organisations across Australia and New Zealand go beyond software to unlock more value, freedom, innovation, and impact from their technology investments. We're passionate about helping customers succeed, and we bring the same energy to supporting our people.
We're now looking for a
Team Lead - Customer Engagement
to lead our Customer Success Managers (CSMs) and Engagement Coordinators, ensuring our managed services customers receive exceptional service and lasting value.
About the Opportunity
As Team Lead, you'll provide leadership, mentoring, and day-to-day operational oversight to our customer engagement team. You'll champion proactive relationship management, ensuring high levels of satisfaction, retention, and advocacy. You'll also drive service quality, operational efficiency, and continuous improvement, while supporting commercial outcomes for Fusion5's managed services business.
What you'll do
Lead, mentor, and develop the Customer Engagement team to achieve high performance
Ensure proactive customer management and regular engagement meetings
Serve as an escalation point for significant customer issues, working closely with internal stakeholders to resolve them
Oversee service delivery quality, ensuring alignment with contracted services and ITIL best practices
Monitor and improve service metrics, operational processes, and customer value
Manage contract-related documentation, invoicing, and reporting
Support renewals and identify upsell opportunities in partnership with the CSM team
Foster strong customer relationships built on trust, transparency, and delivery excellence
What you'll bring
5+ years' experience in Customer Success or Service Delivery, including at least 2 years in a leadership or team lead role within a technology or managed services environment
A solid understanding of IT service management frameworks (ITIL preferred)
Commercial acumen with experience contributing to contract negotiations and renewals
Excellent communication, problem-solving, and organisational skills
A passion for building high-performing teams and delivering outstanding customer outcomes
What's in it for you?
Fusion5 is proud to be a diverse, inclusive, and forward-thinking employer, and we understand it's essential to provide a workplace where our people are engaged, challenged, successful and happy. We've created just that, along with an extensive range of benefits and core values to be proud of:
Collaborative, supportive culture where people enjoy working together
Flexible work arrangements and a genuine focus on work-life balance
Birthday leave, volunteer days, and regular social events
Opportunities for professional growth with clear development plans
If you're looking to lead a team that turns customer potential into lasting success, where your leadership shapes outcomes and delivers extraordinary results -
apply now
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
#J-18808-Ljbffr

  • Lead Generation Specialist

    1 week ago

    Sydney, New South Wales, Australia Universal Business Team Full time

    The Company Ablefix is a dynamic and rapidly growing family business dedicated to supplying a broad range of construction fastening solutions delivered Australia wide. With a mission to provide quality, cost effective, innovative, fastening & drilling solutions to tradespeople across Australia. Their Customer Service Team has over 29 years' experience in the...

  • Warehouse Team Leader

    1 week ago

    Sydney, New South Wales, Australia Universal Business Team Full time

    The CompanyTechware is a reputable family business who renowned for their innovative and trusted range of safety equipment across Australia. Their extensive range of products are widely recognised as ground-breaking, comprehensive and of the highest quality. Their collaborative close-knit team of customer service expert's are dedicated to delivering...

  • Team Lead

    6 days ago

    Sydney, New South Wales, Australia beBeeLeadership Full time $65,000 - $85,000

    Job Title: Team LeadWe are seeking a skilled and motivated individual to join our team as a Team Lead. In this role, you will be responsible for overseeing all aspects of restaurant operations and working closely with the Restaurant Manager to ensure the success of our flagship location.The ideal candidate will have experience in management and mentoring,...

  • Team Lead

    2 weeks ago

    Sydney, New South Wales, Australia Fusion5 Full time

    OverviewJoin to apply for the Team Lead - Customer Engagement role at Fusion5.Lead, mentor, and empower a high-performing Customer Engagement teamBe part of a collaborative, growth-focused organisation that values innovation and customer successShape strategies that enhance service quality and deliver measurable valueShape the customer experience. Lead a...

  • Team Lead

    2 weeks ago

    Sydney, New South Wales, Australia Fusion5 Full time $90,000 - $120,000 per year

    Lead, mentor, and empower a high-performing Customer Engagement teamBe part of a collaborative, growth-focused organisation that values innovation and customer successShape strategies that enhance service quality and deliver measurable valueShape the customer experience. Lead a high-performing team. Drive exceptional service.At Fusion5 we're more than a...

  • Team Lead

    7 days ago

    Sydney, New South Wales, Australia Fusion5 Full time

    Lead, mentor, and empower a high-performing Customer Engagement team- Join a growth-focused organisation that values innovation & customer success- Shape strategies that enhance service quality and deliver measurable value- Lead, mentor, and empower a high-performing Customer Engagement team- Be part of a collaborative, growth-focused organisation that...

  • Sales Support Team Member

    1 week ago

    Sydney, New South Wales, Australia Lead Group Consultancy Full time

    Arndell Park- 65K salary + Superneeds of the customer both internal and external. Working as part of a team and adapting toa continuous focus on improving the cust**Accountabilities**- Respond and attend to customer enquires in an efficient manner.- Proactively manage customers' expectations by keeping them informed of progress andchanges.- Using the ERP...

  • IT Team Lead

    1 week ago

    Sydney, New South Wales, Australia beBeeTechnology Full time $200,000 - $250,000

    About the RoleThe IT Manager position offers a unique opportunity to work with a leading organization in civil and structural engineering, manufacturing, and construction.This role is focused on ensuring continuous availability and development of IT hardware and software, providing expertise, strategy, and implementation of IT for the business.Guarantee the...

  • Team Lead

    1 week ago

    Sydney, New South Wales, Australia beBeeLeadership Full time $105,745 - $106,225

    Job DescriptionWe are seeking an exceptional Team Lead to join our team. In this role, you will be responsible for leading a team of customer service representatives and driving them to deliver an outstanding member experience.You will support, coach, and develop your team members to achieve their full potential and provide guidance on how to resolve complex...

  • Team Lead

    1 week ago

    Sydney, New South Wales, Australia beBeeLeadership Full time $60,000 - $80,000

    Lead Team MemberWe are seeking a highly skilled and motivated individual to lead our team. As a Shift Leader, you will play a pivotal role in shaping unforgettable customer experiences.Your responsibilities include:Team Leadership: Lead, coach and motivate the team to enhance the guest experience.Quality Control: Ensure every customer receives the best by...