Client Support Team Lead

• Type: Permanent
• Job #18611
• Salary: A$110.00

Overview

We're working with an Australian software and consulting company that specializes in partnering with local government authorities across Australia and New Zealand to enhance their transparency, effectiveness, and accountability.
The company connects people, processes, and technology to bridge workflow gaps and streamline municipal operations. Their core offerings include Resolve, a proprietary platform designed to optimize public council meetings, agenda preparation, and live-stream management, alongside strategic planning tools and dedicated social media archiving compliance systems. Over nearly two decades, they have trusted by over 200 local councils to elevate the governance experience and improve meaningful engagement between elected officials, internal teams, and their communities.
 

About the Role

Are you a natural leader with a passion for delivering exceptional client experiences? We are a proudly Australian-owned technology company founded in 2004, partnering with over 200 local government organisations across Australia and New Zealand. Our mission is to deliver innovative software platforms that make councils more effective, and their communities better served. Driven by our core values of Curiosity, Empathy, and Collaboration, we are looking for a Client Support Team Lead to champion these values within our support function.

In this pivotal role based in Brisbane, you will lead the day-to-day operations of our Client Support team. You will ensure the delivery of high-quality, timely, and professional support across our specialized product suite, which includes meeting management, strategic planning, social media archiving, and office productivity solutions. As the primary escalation point for complex matters, you will work closely with internal teams to drive brilliant client outcomes and maintain a seamless, consistent support experience.

Key Responsibilities

• Leadership & Mentoring: Lead, mentor, and assist Client Support Officers in their day-to-day activities, fostering a collaborative and high-performing team environment.
• Queue & Workload Management: Actively manage support queues, workloads, and priorities to ensure the timely and efficient resolution of client requests.
• Escalation Management: Act as the primary escalation point for complex or high-impact client issues, driving them through to resolution.
• Quality Assurance & Coaching: Review and uplift the quality of support tickets to ensure clear, professional, and empathetic communication. Coach team members on communication standards, including tone, clarity, and accuracy.
• Service Standards: Ensure all client interactions are meticulously logged, tracked, and resolved in line with established service standards.
• Onboarding & Handover: Support client onboarding and the seamless handover of accounts from the Implementation team to the Client Support team.
• Continuous Improvement: Maintain and improve support processes, workflows, and documentation; monitor performance and identify trends to continuously elevate service delivery.
• Cross-Functional Collaboration: Partner with internal teams to resolve deep-seated issues and improve overall client outcomes.
• Product Expertise: Develop and maintain deep product knowledge across our software platforms to support effective client assistance.

Highly Desirable Criteria

• Leadership Experience: Proven experience leading, supervising, or mentoring a team within a support or customer service environment.
• Exceptional Communication: Strong written and verbal communication skills, with a keen eye for detail and the ability to communicate clearly and empathetically in writing.
• Client-Centric Mindset: A strong customer focus coupled with a proactive, problem-solving mindset and a willingness to take ownership of outcomes.
• Operational Agility: Highly organised with the ability to manage competing priorities and support a busy, fast-paced team environment.
• Collaborative Autonomy: Comfortable working both independently and as a collaborative, value-driven team player.

Desirable Criteria

• Local Government Knowledge: Familiarity with local government operations or council processes in Australia or New Zealand.
• B2B SaaS Experience: Prior experience supporting Software-as-a-Service (SaaS) platforms or working within a B2B software support environment.