Customer Support Team Leader

This is a remote position.

Schedule:

• Full-time, specific schedule (Australian business hours) - as per roster

Client Timezone: Australian Eastern Time

Client Overview

Lead a customer support team for a major Australian furniture retailer that combines innovative technology with exceptional customer service. This forward-thinking e-commerce company has successfully implemented AI-enhanced operations while maintaining focus on complex, high-value customer interactions. The business experiences dynamic seasonal fluctuations and major sales events, providing an exciting leadership opportunity in a rapidly evolving digital retail landscape.

Job Description

Take on a pivotal leadership role where you'll guide a customer support team while maintaining hands-on involvement in delivering exceptional customer experiences. This position combines people management with advanced customer service excellence, offering the opportunity to mentor team members while handling the most challenging customer situations. You'll play a crucial role in maintaining operational excellence during both regular operations and high-intensity peak sales periods, directly impacting customer satisfaction and team success.

Responsibilities

• Lead and mentor a team of 4-5 customer support agents, fostering professional development and excellence
• Conduct comprehensive quality assurance reviews and provide constructive coaching feedback
• Handle complex escalated customer inquiries that require advanced expertise and problem-solving skills
• Manage day-to-day team operations including scheduling, coverage planning, and performance monitoring
• Provide comprehensive training and onboarding support for new team members
• Serve as reliable backup coverage when team members are unavailable, ensuring seamless operations
• Coordinate effectively with Australian management team on strategic operational matters
• Drive continuous improvement initiatives and support team development programs

Requirements

• Proven team leadership or supervisory experience in customer service environments
• Strong customer support background with advanced problem-solving and escalation handling skills
• Excellent English communication skills with professional presentation suitable for Australian customers
• Demonstrated experience with quality assurance processes and performance management
• Ability to effectively train, onboard, and develop team members
• Expertise in handling complex escalations and challenging customer situations with diplomacy
• Strong organizational and time management skills with ability to prioritize multiple responsibilities

• Permanent work from home
• Immediate hiring