Why Tyro?

At Tyro, we’re into business big time. Through our integrated payments, banking and lending solutions, we’re here to ensure nothing stands in the way of Australian business success. With over 21 years' experience under our belt, we know what it takes to build something great, which is why we combine the best people, technology, and partners to deliver simplified payments and seamless business banking to our customers. We’re proud to power more than 76,000 merchants across Australia and to work with almost 800 partners to create seamless experiences for hospitality, retail, services and health providers.

It starts with You.

Just like our customers, we’re obsessed with the success of our people. So, when you come onboard, we’ll give you all the support you need to do your best work. Our close to 600 Tyros are a highly collaborative team, so you’ll get to work with smart, motivated and friendly people across Tyro. We are fast paced and innovative and strive to live our values everyday – commit to greatness, stay hungry, wow the customer, be good and win together We are big enough for you to have opportunities to have a career at Tyro and small enough that you can have a real impact. As we continue our mission to shake things up and make payments the easiest part of doing business, you’ll have the opportunity to learn new skills with hands‑on experience, further your career, and help unleash the potential of our customers, one payment at a time.

Step inside life at Tyro here.

About the role

As our Customer Support Manager – Contact Centre you'll lead the performance and day-to-day operations of Tyro's core Customer Support team, while driving the strategy,



culture and continuous improvement of our service workplace. You'll play a key role in building a high-performing, engaged team that consistently delivers an exceptional customer experience.

Working closely with leaders across Customer Excellence and Strategic Accounts, you'll help shape an efficient, scalable support model that brings together first and second-level support. You'll focus on improving operational performance, streamlining processes, reducing call volumes and building a strong team culture that empowers our people to deliver outstanding service.

What you'll do

- Embed the service differentiating initiatives to enable scale across the other Customer Support teams

- Focus driving the key indicators being; TCPH, ABN, GOS, AHT, CSat, FCR, Occupancy, Adherence and employee engagement

- Focus on delivering an authentic customer experience through reducing or eliminating non-value-add calls

- Constantly review digital capabilities to enhance efficiency and ultimately the customer experience

- Engaging workforce planning to understand future work capacity planning requirements and subsequent recruiting plan

- Establish a scalable operating model through delivering a sustainable cross skilling capability – build contingencies





- Work with the ‘Head-of’ to on-board the new telephone technology and establish an multi-channel experience for our merchants, improving both staff and customer satisfaction, productivity and building capacity in the current model

- Roll out and embed key performance indicators, for frontline and leaders, to drive performance, quality, Tyro Values and customer experience

- Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience

- Identify, develop and implement opportunities to improve customer service performance

- Build a transparent environment through individual digital profiling

- Take ownership to reduce the silo mentality across ‘Customer’ through establishing outstanding innovative stakeholder partnership

- Building and maintaining effective internal and external stakeholder relationships

- Work with WFM to develop reporting that produces actionable insights for upper management and frontline leaders

Operational leadership; a hands-on approach

- Team performance standards that are measured and managed through daily, weekly, monthly and quarterly reporting and analysis with both quantitative and qualitative measures and targets.

- Ongoing enhancements of KPI’s as an accurate measure of performance

- Management of business units financials and budget planning including FTE plan and ensuring costs are managed in line with approved budgets

People leadership, training and development

- Recruit, retain, manage and motivate staff in line with approved headcounts and objectives as agreed

- Coach, Mentor and develop a high perfor

📌 Customer Support Manager – Contact Centre (Sydney)
🏢 Tyro Payments
📍 Sydney