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.

Work arrangement
No