Lead a high-performing customer support function within a growing technology business.

Our client is seeking an experienced Customer Support Team Lead to oversee a customer service and compliance operations team, ensuring exceptional client outcomes, strong service delivery, and continuous improvement across the customer lifecycle.

This is an exciting opportunity for a people-focused leader who enjoys coaching teams, managing service performance, solving complex client issues, and driving operational excellence in a quick-paced environment.

Key Responsibilities

- Lead, coach, and develop a customer support team, including recruitment, onboarding, training, and performance management.
- Monitor and manage service levels, response times, quality metrics, and overall customer experience.
- Act as the senior escalation point for complex customer enquiries and service issues.
- Oversee ticket management, phone and email support, and customer onboarding activities.
- Build and maintain strong client relationships while identifying opportunities to improve retention and service delivery.
- Ensure compliance and quality standards are maintained across customer support processes.
- Develop and improve procedures, knowledge base resources, reporting, and operational workflows.




- Collaborate with internal stakeholders to support product enhancements and process improvements.

About You

- Proven experience leading a customer service, client support, service delivery, or operations team.
- Strong people leadership skills with experience coaching and developing staff.
- Exceptional communication and stakeholder management abilities.
- Ability to manage competing priorities, meet deadlines, and maintain attention to detail.
- Experience working with CRM systems, customer support platforms, and reporting tools.
- Proactive, solutions-focused, and comfortable operating in a fast-paced environment.

Desirable Experience

- Experience within compliance, financial services, legal services, technology, SaaS, or other regulated industries.
- Exposure to AML, KYC, risk, compliance, or governance environments.
- Experience with HubSpot or similar CRM platforms.

What's on Offer?

- Opportunity to lead and shape a growing team.
- Varied role combining leadership, customer service, operations, and process improvement.
- Collaborative and supportive team environment.
- Competitive salary package and long-term career development opportunities.

For a confidential discussion regarding this opportunity, please apply today.

📌 Customer Service Team Lead (Perth)
🏢 Hays
📍 Perth