Join to apply for the
Customer Services Leader
role at
Momentum Software Solutions.
Pay Range Base pay: A$110,000.00/yr - A$120,000.00/yr. This range is provided by Momentum Software Solutions. Your actual pay will be based on your skills and experience – talk with your recruiter to learn more.
Overview The Support Team Leader is responsible for managing the day‑to‑day operations of the ERP Support team, ensuring timely and effective resolution of client issues, and driving a culture of customer excellence. This role combines technical expertise in ERP systems with leadership skills to guide the team, improve processes, and deliver outstanding service.
Key Responsibilities
Lead and mentor the ERP Support team to achieve service level agreements (SLAs) and customer satisfaction targets.
Oversee the resolution of complex ERP issues across finance, inventory, CRM, and reporting modules.
Manage escalations and act as the point of contact for critical incidents.
Monitor and report on team performance, implementing KPIs and continuous improvement initiatives.
Collaborate with implementation and development teams to resolve systemic issues and improve product knowledge.
Develop and maintain support documentation and knowledge base resources.
Drive process optimisation and ensure adherence to ITIL or similar service frameworks.
Support career development and training for team members.
Desired Skills and Experience Technical Skills
Strong understanding of ERP systems (e.g., MYOB Acumatica, Wiise/BC).
Ability to troubleshoot complex ERP issues across finance, inventory, CRM, and reporting modules.
Familiarity with SQL, data structures, and integrations.
Knowledge of cloud‑based ERP environments and security best practices.
Leadership & People Skills
Team management and coaching to build capability and engagement.
Conflict resolution and performance management.
Ability to foster a customer‑centric culture within the team.
Customer Service & Communication
Excellent verbal and written communication for technical and non‑technical audiences.
Strong problem‑solving and escalation management.
Ability to manage expectations and deliver clear solutions.
Process & Continuous Improvement
Ability to implement KPIs and monitor service performance.
Analytical & Business Acumen
Understanding of business workflows and how ERP supports them.
Ability to analyse data for trends and insights to improve support efficiency.
If you’re passionate about ERP systems, thrive on solving complex challenges, and love developing people, we’d love to hear from you.
Apply now and help us deliver exceptional support experiences to our clients.
Senior Level Mid‑Senior level
Employment Type Full‑time
Job Function Customer Service, General Business, and Training
Industries Professional Services and Business Consulting and Services
Location Melbourne, Victoria, Australia
#J-18808-Ljbffr