{"id":2594732,"url":"https://alion.io/job/teamified-customer-support-representative-team-lead","title":"Customer Support Representative - Team Lead","company":{"id":688974,"name":"Teamified","domain":"teamified.com.au","url":"https://alion.io/company/teamified","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":80,"open_postings":5,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":4,"computed_at":"2026-10-16T05:45:00Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Quezon City, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":10500,"max_usd":30000,"period":"year","method":"role_seniority_country_cell","sample_n":13},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-15T06:47:14Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-16T04:34:08Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About the Company\nOur 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.\nRole Details\nPosition title: Senior Customer Support Representative / Team Leader\nDepartment: Customer Service\nReports to: Customer Services Manager (Australia)\nDirect reports: Customer Service Representatives (offshore team)\nJob Summary\nThe 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.\nResponsibilities\nTeam Leadership\nLead, coach and develop a team of Customer Service Representatives, including onboarding of new hires\nManage daily rosters, workload distribution and coverage across Australian business hours\nRun daily huddles, regular one-on-ones and performance reviews\nSet clear expectations, monitor individual performance and address issues early\nService Delivery and Escalations\nAct as the escalation point for complex account, pricing, delivery, returns and complaint matters\nHandle high-value or sensitive customer interactions personally where required\nCoordinate with sales, warehouse, freight and finance teams in Australia to resolve issues end to end\nEnsure the team meets agreed service levels for response time, accuracy and resolution\nQuality and Process\nBuild and maintain standard operating procedures, templates and a knowledge base for the team\nCarry out call and email quality reviews and provide structured feedback\nIdentify recurring issues and root causes, and recommend process or system improvements\nSupport the roll-out of new systems, tools or automation within the customer service function\nReporting and Stakeholder Management\nPrepare weekly performance reports covering volumes, SLAs, quality and key issues\nProvide regular updates and a monthly review to the Customer Services Manager\nRepresent the offshore team in planning discussions and contribute to continuous improvement initiatives\nKey Performance Indicators\nTeam SLA attainment (speed of answer, email response time)\nTeam order accuracy and quality scores\nCustomer satisfaction (CSAT) across the team\nEscalation resolution time\nTeam attendance, retention and engagement\nTimeliness and accuracy of reporting\nRequirements\n5 or more years of customer service experience, with at least 2 years leading or supervising a team\nProven experience supporting Australian or New Zealand customers, ideally in a B2B, wholesale, distribution or trade supply environment\nStrong working knowledge of order management, CRM and ticketing systems, preferably NetSuite\nExperience setting up or maintaining SLAs, QA frameworks and SOPs\nConfident communicator in written and spoken English, comfortable presenting to Australian stakeholders\nStrong Excel and reporting skills\nDesirable\nExperience building or scaling an offshore customer service team\nExposure to process improvement or automation projects\nExperience in packaging, FMCG, hospitality supply or similar industries\nFormal customer service or leadership training (for example CCSP, Lean Six Sigma)\nPersonal Attributes\nCalm, decisive and accountable under pressure\nCoaching mindset with genuine interest in developing others\nOrganised and structured, with strong follow-through\nBuilds trust quickly with both team members and senior stakeholders\nProactive in identifying problems and proposing solutions\nWorking Arrangements\nFull-time, on-site based\nRostered to Australian business hours, with the possibility of staggered shifts across time zones (NSW, VIC, QLD, WA)\nTraining provided by the client during onboarding\nBenefits\nWhat We Offer:\nHealth insurance\nPaid time off\n13th month pay\nIf 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.","description_format":"text","description_chars":4748,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Health insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Outsourcing & Dedicated Teams","IT Staffing & Staff Augmentation"],"lifecycle":[{"event":"open","at":"2026-10-15T06:47:14Z"}],"visa":[],"liveness":{"score":88,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.879,"p_room":1,"age_days":0,"expected_fill_days":4,"reasons":["conf:1","velocity","win:early"],"computed_at":"2026-10-16T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/teamified-customer-support-representative-team-lead","json_url":"https://alion.io/job/teamified-customer-support-representative-team-lead.json","meta":{"generated_at":"2026-10-16T06:35:00Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4339,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-17T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":688974},"rest":"https://alion.io/mcp/rest/get_company?id=688974"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fteamified-customer-support-representative-team-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fteamified-customer-support-representative-team-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fteamified-customer-support-representative-team-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/teamified-customer-support-representative-team-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fteamified-customer-support-representative-team-lead"}]}