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 chance 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 chance, please apply today.

📌 Customer Service Team Lead Perth
🏢 Hays
📍 Perth