Team Lead | Support Role – Office Based – Head Office | AUS & NZ

Join the team powering one of the fastest-growing real estate networks in Australia & New Zealand

We’re Growing! Are you our next @realty Team Lead?

Do you thrive in a fast-paced environment where no two days are the same? Want to lead a team that's shaking up real estate support and doing things differently? If you're ready to step into a role that blends customer service, problem-solving, tech know-how, AND team leadership, this could be your next big move.

About Us

@realty is a national real estate network with over 950 agents across Australia and New Zealand. Our head office is based on the Gold Coast, inside the iconic 50 Cavill Avenue building. We're known for our innovative cloud-based systems, modern open-plan office, and supportive team culture that encourages collaboration and growth.

The Role

LEADERSHIP & TEAM MANAGEMENT

- Leading, mentoring, and developing a team of support specialists
- Setting team goals, performance targets, and KPIs
- Conducting one-on-ones, providing feedback, and supporting team growth
- Managing roster, leave, and workload scheduling
- Driving team culture and fostering a collaborative, supportive environment
- Identifying training needs and developing team capability
- Handling escalations and difficult team situations

HANDS-ON SUPPORT & OPERATIONS

- Providing support, training & guidance on systems, CRMs, and online tools via phone, email, and video (Google Meet / Team Viewer)
- Assisting agents with @realty's processes and workflows
- Answering inbound support enquiries and handling complex/high-priority issues
- Helping onboard and support new agents as they grow their business
- Delivering real-time problem-solving and solutions in a quick-paced environment
- Contributing to support quality and SLA attainment

PROCESS & CONTINUOUS IMPROVEMENT

- Identifying process improvements and inefficiencies in the support function
- Documenting procedures and best practices




- Collaborating with other departments on product improvements and agent feedback
- Contributing to training materials and knowledge base updates

This is a full-time position with a rotating roster to support different time zones. Start times range from 7:00am – 9:30am with finish times between 3:30pm – 6:00pm.

About You

We're looking for someone who brings technical confidence, a customer-first mindset, AND proven leadership capability.

You'll thrive if you have:

- Excellent phone manner and strong communication skills (with the ability to adapt across different audiences—agents, team members, and internal stakeholders)
- Computer literacy (Windows & Mac)
- Confidence with cloud-based systems and CRMs
- Proven ability to multi-task and stay organised under pressure
- A problem-solving mindset and willingness to learn new software quickly
- A friendly, positive & can-do attitude
- Demonstrated team leadership or supervisory experience
- Solid interpersonal and coaching skills
- Ability to manage competing priorities and remain calm under pressure
- Initiative and self-motivation to drive continuous improvement

Bonus points if you have:

- Previous experience in real estate (as an agent or in admin/support)
- IT support or training experience
- Understanding of the listing and sales process
- Experience managing teams in a fast-paced, growth environment
- Knowledge of customer support best practices and metrics

(Training will be provided for the right candidate.)

Why Join Us?

At @realty, you'll be part of a forward-thinking, innovative company that's redefining real estate support. Here's what you'll love:

- A collaborative team environment with peer support at every step
- Career growth opportunities within a quick-expanding company
- The chance to lead and develop a growing team
- A modern office space in the heart of Surfers Paradise
- The opportunity to shape the future of how support operates at @realty
- The chance to work with a national brand making waves across AUS & NZ

#J-18808-Ljbffr

📌 Team Lead | Real Estate Support Role - Office Based - Head Office for AUS & NZ (Queensland)
🏢 @realty
📍 Queensland