About Flip
Flip (operated by Flip TV Pty Limited) is a proudly Australian-owned telecommunications provider recognised for offering award-winning, high-value services, including nbn Internet, Mobile, and TV entertainment.
Flip focuses on affordable, easy setup via pre-configured devices and offers customers flexibility with no lock-in contracts.
This role supports the core mission of delivering reliable service to customers across Flip's full product range.
Role Summary
Based at our Maroubra office, the Technical Support Team Lead is a pivotal people and process leader for our technical support teams.
You will be responsible for driving excellence in technical assistance, building robust self-service solutions for customers, and ensuring superior team performance and stability.
By championing knowledge, process, and people development, you will directly enhance the customer experience and operational effectiveness of Flip's support function.
Leadership & Strategy
Mentor, coach, and develop the technical support team, fostering a culture of ownership, proactive problem-solving, and continuous learning.
Drive team performance and stability through effective leadership, workload management, and career development planning.
Conduct quality assurance on support interactions, identifying knowledge and skill gaps to design and deliver targeted technical training.
Promote strict adherence to security, compliance, and operational standards across the team.
Process Excellence & Knowledge Stewardship
Own the strategy, accuracy, and accessibility of the entire technical knowledge base and troubleshooting guides (NBN, Mobile, TV, VoIP).
Design, document, and enforce standard operating procedures for fault diagnosis, logging, escalation, and case management to ensure consistency and efficiency.
Define and manage protocols for critical incidents and service outages, minimising customer impact.
Analyse fault data and team feedback to identify recurring issues, driving process improvements and collaborating with engineering teams for proactive solutions.
Technical Expertise & Customer Experience Delivery
Act as the ultimate technical escalation point and knowledge custodian for Flip's full product suite (NBN, Mobile, TV, Voice).
Maintain deep, current expertise in Australian NBN technologies (FTTP, FTTN, HFC, etc.), CPE hardware, VoIP, and mobile networking to guide complex fault resolution.
Lead the creation of clear, customer-friendly documentation to power effective self-service solutions and empower first-contact resolution.
Ensure the team delivers superior support by providing expert guidance on complex NBN connection issues and modem/router configurations.
Required Skills & Qualifications
Experience: 5+ years in technical support leadership within an ISP/Telco environment, with a proven track record in people management, process improvement, and knowledge management.
Technical Expertise: Deep, demonstrable expertise in the Australian NBN ecosystem, broadband/Wi-Fi technologies, VoIP/SIP, and mobile networks.
Leadership Skills: Strong people leader with excellent mentoring, coaching, and communication skills.
Ability to motivate a team and drive a culture of high performance and accountability.
Process Mindset: Proven ability to design, document, and optimise support workflows and knowledge systems to enhance efficiency and customer outcomes.
Location & Logistics: Must be based in Sydney, Australia, and able to work onsite at our Maroubra office.
Full working rights in Australia are required.
What You Will Deliver
A high-performing, stable, and skilled technical support team.
Enhanced technical support assistance and customer satisfaction metrics.
A comprehensive, user-friendly knowledge base that defuses customer contacts.
Reliable, efficient support processes and superior operational stability.
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Information Technology
Industry: Telecommunications
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