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.
The technical conversations.You don't need to write the integration yourself, but you'll be comfortable getting into conversations about APIs, FTP/SFTP, data mapping and formats such as XML, JSON and CSV,



and translating technical detail into something clients and internal teams can act on.
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.
You're confident navigating both the customer and technical sides of an integration issue and know when to investigate, when to challenge, and when to bring in Engineering.
What you'll bring
Curiosity and confidence when investigating unfamiliar systems and technical problems.
Desirable, but not essential
You don't need to tick every technical box below.
We're more interested in someone who is comfortable learning, investigating and asking the right questions.
Familiarity with APIs and how systems exchange data.
Experience with FTP/SFTP or other file-based integrations.
Exposure to data mapping or working with XML, JSON, CSV or similar data formats.
Experience supporting or working with ERP, WMS, FMS, inventory management or eCommerce platforms.
Familiarity with platforms such as MYOB, NetSuite, SAP, Microsoft Business Central/F&O;, Cin7, Pronto, Sage, Shopify, WooCommerce or Magento.
Freight, logistics or supply chain experience.
Experience working between customers and technical teams to troubleshoot integration issues.
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 engaging, and you'll have real room to shape how Support scales, not just run someone else's playbook.
#J-*****-Ljbffr

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