Team Lead, Global Customer Support

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Full job description

The Team Lead, Global Customer Support leads the day-to-day operations and service delivery of the Global Customer Support function. Responsibilities include managing support operational practices, case management, customer experience, incident and change management, IT service management, leadership, performance management, team development, knowledge management, and process improvement. The role requires collaboration with Platform Operations, Engineering, Product, and other stakeholders to ensure efficient support services, SLA achievement, and high-quality customer experience. Qualifications include experience leading customer or technical support teams, strong ITIL knowledge, familiarity with ServiceNow and Jira, experience with SaaS and cloud platforms, strong communication and stakeholder management skills, and ability to manage globally distributed teams. Benefits include additional leave, parental leave, flexible work options, rewards, hybrid work arrangements, gym memberships, learning and development, and wellbeing programs. Location is Brisbane, Queensland, Australia with hybrid work arrangements.