Support Team Lead

Platform Support & Client Integrations Support

About MachShip

MachShip started in a warehouse, on the phone to carriers, buried in spreadsheets – a handful of people building the tool they wished existed. Thousands of consignments move through the platform every day now, and honestly, that same get-it-done energy still runs the place, just at a bigger scale. We need someone to lead our Platform Support and Client Integrations Support teams as they grow: build a function our customers trust, and one the rest of MachShip actually wants to work with.

About the role

You'll report to our Head of Customer Support and take full ownership of how the Support team runs day to day: SLAs, escalations, coaching, the lot. You'll also help shape where the function goes next. When a ticket gets complicated, a client needs calming down, or the team needs a clear head, you're the person they turn to.

What you'll own

- Your people. Direct line management: 1:1s, coaching, recruitment and onboarding. You'll spot capability gaps before they bite and build development plans that actually go somewhere.
- The queue. Team capacity and SLA compliance. At-risk tickets get caught in the data before a client ever feels them, and you fix the patterns behind them for good, not just the symptom.
- The hard ones. When something's beyond an SME's authority or a client's patience, that's yours to decide. Own it end to end, then feed what you learn back into how the team works.
- The wider business. You're Support's voice with Sales, Account Management, Product and Engineering.
- What comes next. Process, tooling, documentation, and getting AI adoption right – faster and better, never a shortcut around getting it right.

What great looks like in twelve months





- Your team is stable, engaged, and visibly better than when you arrived.
- SLA and queue health sit consistently on target, and problems show up in the data before a client ever raises them.
- Every critical escalation has an owner, a plan, and a client who knows where things stand.
- Sales, Account Management, Product and Engineering come to you, and take your read seriously.
- Support handles more volume and more complexity without needing a bigger team.
- AI adoption is up across the teams.

What you'll bring

- 3+ years leading technical support or SaaS operations
- Real people leadership – you've built and coached a technical team, not just coordinated one
- Ownership of SLA performance and queue health, with results to show for it
- Solid escalation management, and the nerve to make a call under pressure
- Comfort with ERP (MYOB, NetSuite, SAP, Microsoft BC/F&O;, Cin7, Pronto, Sage) and eCommerce platforms (Shopify, WooCommerce, Magento), plus API or flat-file integrations
- Experience with Zoho or a similar ticketing/CRM platform
- Credibility across functions – you can influence Product or Engineering without needing to escalate
- A commercial head on your shoulders: you get how support connects to the wider business

Bonus points for freight, logistics or supply chain exposure. And a strong technical support background with real leadership experience counts for just as much as a degree.

Why MachShip

We live by five values: we delight our customers, sweat the small stuff, act as one team, challenge with curiosity, and go hard or go home. Freight tech is only getting more interesting, and you'll have real room to shape how Support scales, not just run someone else's playbook.

Sound like you?

Apply now.

📌 Customer Support Team Leader (Melbourne)
🏢 MachShip
📍 Melbourne