Regional Support Team Lead - Remote

Overview

The Regional Support Team Lead is responsible for ensuring exceptional customer support in the ANZ region by leading and coaching a support team, optimizing operations, and managing customer escalations.

In Short

• Lead day-to-day operations of the support team.
• Coach and inspire team members to exceed performance metrics.
• Manage customer escalations and complex scenarios.
• Optimize support operations and improve key customer metrics.
• Ensure a world-class customer experience.
• Work within a SaaS company, ideally in the Beauty/Hair industry.
• Foster an inclusive and supportive team culture.
• Utilize strong communication and leadership skills.
• Implement effective support processes and methodologies.
• Encourage continuous growth and professional development.

Requirements

• Proven experience in a Customer Support Leadership role.
• Experience managing support team operations.
• Excellent organizational and decision-making skills.
• Strong understanding of SaaS technology.
• Ability to coach and motivate team members.
• Good interpersonal and communication skills.
• Experience in the Beauty/Hair industry is a plus.
• Proactive problem-solving abilities.
• Commitment to fostering an inclusive workplace.
• Legal entitlement to work in Australia.

Benefits

• Work-life balance with additional annual leave.
• Professional development budget.
• Annual wellness allowance.
• Inclusive recruitment process.
• Diversity and equal opportunity employer.
• Opportunity to work remotely from anywhere in Victoria.
• Supportive company culture.
• Innovative and growth-focused environment.
• Access to shared knowledge and resources.
• Focus on continuous improvement.