Company description

See how Epsilon powers connected marketing by unlocking the full potential of data and identity.

Overview

Purpose

The Team Lead, Global Customer Support is responsible for the day-to-day leadership, operational performance and service delivery of the Global Customer Support function. This role ensures the successful delivery of support services through strong operational oversight, customer advocacy, incident management, service management disciplines and continuous improvement practices.

Working closely with Platform Operations, Engineering, Product, Customer Integration Engineering, Customer Success and business stakeholders, the Team Lead is accountable for ensuring support services are delivered efficiently, Service Level Agreements are achieved and customers receive a consistently high-quality support experience. The role provides leadership, coaching and development for a globally distributed team of Global Customer Support Specialists and drives operational excellence, knowledge management, process improvement and simplification.

Core Objectives

- Operational Practices
- Customer Support and Case Management
- Customer Experience
- Incident Management
- Change Management
- IT Service Management
- Leadership and Direction
- Performance Management
- Team Capability Development
- Knowledge Management
- Process Improvement and Simplification

Responsibilities

Operational Practices

- Establish and manage day-to-day support operational practices.
- Ensure support operations are executed efficiently and consistently across regions.
- Monitor workload distribution, customer demand and resource allocation.




- Implement proactive solutions for incident and problem detection, response, remediation and continuous improvement.

Customer Support and Case Management

- Own support case management processes and workflows.
- Ensure customer issues are triaged, prioritised, escalated and resolved appropriately.
- Drive a high-quality customer experience through timely communication and clear ownership.
- Support the growth and adoption of customer self-service capabilities.

Customer Experience

- Champion the voice of the customer across the organisation.
- Partner with cross‑functional stakeholders to address recurring customer issues.
- Drive customer‑focused decision‑making and service improvements.
- Ensure support interactions maintain a high standard of professionalism and quality.

Incident Management

- Coordinate Global Customer Support involvement during incidents and service disruptions.
- Drive customer communications during major incidents.
- Facilitate post-incident reviews and follow-up activities.
- Partner with Platform Operations and Engineering to minimise customer impact and improve service reliability.

Change Management

- Uphold change management processes and procedures.




- Assess and communicate customer impacts associated with system changes.
- Support the successful adoption of new features, capabilities and platform enhancements.
- Ensure customer-facing communication and readiness activities are completed effectively.

IT Service Management

- Ensure SLAs and KPIs are consistently achieved.
- Uphold support workflows and service management practices.
- Support and enhance incident, request, problem and knowledge management processes.
- Maintain a strong focus on customer experience and service quality.
- Support follow‑the-sun coverage models and escalation pathways.

Leadership and Direction

- Provide leadership, coaching and mentorship to Global Customer Support Specialists.
- Establish transparent performance standards and expectations.
- Foster a positive, collaborative and customer‑centric team culture.
- Act as a key liaison between Global Customer Support and operational stakeholders.

Performance Management

- Monitor and report on support performance and operational metrics.
- Hold direct reports accountable for achievement of service objectives.
- Conduct regular coaching, development and performance conversations.
- Support workforce planning and resource management activities.

Team Capability Development

- Develop technical and service management capabilities within the team.
- Support onboarding and training initiatives.
- Encourage continuous learning, knowledge sharing and cross-skilling.

Knowledge Management

- Ensure support documentation remains current, accurate and accessible.<

📌 Team Lead, Global Customer Support (Brisbane)
🏢 Publicis Groupe
📍 Brisbane