Location: Cremorne, Melbourne.
The Role
As Customer Support Operations Lead, you'll own the day-to-day support function across AgeMate: performance, structure, and scalability. The role sits at the intersection of customer support and logistics, partnering closely with our Operations team to ensure fulfilment issues are properly managed and communicated.
Key Responsibilities
* Daily operations: Own support operations across all markets, ensuring fast response times, stable queues, and no backlog
* Team leadership: Lead Team Leads and drive overall team performance, structure, and accountability
* BPO management: Ensure correct scope, consistent quality, and clean escalation handling
* Logistics partnership: Work closely with operations to manage fulfilment issues and align customer communication
* Performance: Own and track KPIs (response time, resolution time, backlog, trends) and act on gaps
* Systems & workflows: Improve routing and automation to increase efficiency and reduce repeat contacts
* Escalations: Ensure clear escalation flow and proper handling of complex or sensitive cases
* Scaling: Maintain coverage across time zones and grow the team with the business
* People: Support and develop the team, maintaining strong morale and clear communication
What We're Looking For
* 5+ years in customer support within eCommerce (required)
* 2–3 years managing teams (Team Lead / Supervisor / Manager)
* Strong experience with Gorgias and Shopify
* Experience managing remote teams and/or BPO vendors
* Comfortable working with logistics, 3PLs, and delivery issues
* Strong operational mindset (KPIs, workflows, systems)
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