Company Description

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

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 robust 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

📌 Team Lead, Global Customer Support Brisbane (Australia)
🏢 Epsilon
📍 Australia