Customer Support Representative - Team Lead

About the Company

Our client is a leading Australian supplier of packaging and trade supply products, serving businesses across the wholesale, distribution and foodservice sectors. With customers across Australia and New Zealand, and a national distribution network, they are recognised for their reliable service, broad product range and long-standing customer relationships. They take their responsibility for environmental and social impact seriously. They are committed to delivering top-tier customer service and are currently seeking a Senior Customer Support Representative / Team Leader to join their dedicated team. If you have a passion for leading people and the skills to deliver consistent service standards, we encourage you to apply for this opportunity.

Role Details

• Position title: Senior Customer Support Representative / Team Leader
• Department: Customer Service
• Reports to: Customer Services Manager (Australia)
• Direct reports: Customer Service Representatives (offshore team)

Job Summary

The Senior Customer Support Representative / Team Leader leads the client's offshore customer service team on a day-to-day basis. The role combines hands-on handling of complex customer and order issues with responsibility for team performance, coaching, quality and reporting. It acts as the primary link between the offshore team and the Customer Services Manager in Australia, ensuring service standards are met consistently across all regions.

Responsibilities

Team Leadership

• Lead, coach and develop a team of Customer Service Representatives, including onboarding of new hires
• Manage daily rosters, workload distribution and coverage across Australian business hours
• Run daily huddles, regular one-on-ones and performance reviews
• Set clear expectations, monitor individual performance and address issues early

Service Delivery and Escalations

• Act as the escalation point for complex account, pricing, delivery, returns and complaint matters
• Handle high-value or sensitive customer interactions personally where required
• Coordinate with sales, warehouse, freight and finance teams in Australia to resolve issues end to end
• Ensure the team meets agreed service levels for response time, accuracy and resolution

Quality and Process

• Build and maintain standard operating procedures, templates and a knowledge base for the team
• Carry out call and email quality reviews and provide structured feedback
• Identify recurring issues and root causes, and recommend process or system improvements
• Support the roll-out of new systems, tools or automation within the customer service function

Reporting and Stakeholder Management

• Prepare weekly performance reports covering volumes, SLAs, quality and key issues
• Provide regular updates and a monthly review to the Customer Services Manager
• Represent the offshore team in planning discussions and contribute to continuous improvement initiatives

Key Performance Indicators

• Team SLA attainment (speed of answer, email response time)
• Team order accuracy and quality scores
• Customer satisfaction (CSAT) across the team
• Escalation resolution time
• Team attendance, retention and engagement
• Timeliness and accuracy of reporting

Requirements

• 5 or more years of customer service experience, with at least 2 years leading or supervising a team
• Proven experience supporting Australian or New Zealand customers, ideally in a B2B, wholesale, distribution or trade supply environment
• Strong working knowledge of order management, CRM and ticketing systems, preferably NetSuite
• Experience setting up or maintaining SLAs, QA frameworks and SOPs
• Confident communicator in written and spoken English, comfortable presenting to Australian stakeholders
• Strong Excel and reporting skills

Desirable

• Experience building or scaling an offshore customer service team
• Exposure to process improvement or automation projects
• Experience in packaging, FMCG, hospitality supply or similar industries
• Formal customer service or leadership training (for example CCSP, Lean Six Sigma)

Personal Attributes

• Calm, decisive and accountable under pressure
• Coaching mindset with genuine interest in developing others
• Organised and structured, with strong follow-through
• Builds trust quickly with both team members and senior stakeholders
• Proactive in identifying problems and proposing solutions

Working Arrangements

• Full-time, on-site based
• Rostered to Australian business hours, with the possibility of staggered shifts across time zones (NSW, VIC, QLD, WA)
• Training provided by the client during onboarding

Benefits

What We Offer:

• Health insurance
• Paid time off
• 13th month pay

If you are a skilled Customer Support Representative Team Lead looking for a new opportunity with a growing company, we would love to hear from you. Apply now.