CX Operations Team Leader – Domain
***** focus - Leading the team, and hands-on support to Domain customers.
Hybrid working in an awesome, collaborative team.
Unlock career growth opportunities across Tech, Marketing & Data.
CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. Included in the S&P 500 Index and the NASDAQ 100, CoStar Group is on a mission to digitise the world's real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives.
Domain is a leading property technology and services marketplace that is home to one of the largest portfolios of property brands in Australia, including the Domain, Allhomes and Commercial Real Estate (CRE) platforms. In ****, Domain became part of CoStar Group (NASDAQ: CSGP), a global leader in commercial real estate information, analytics, online marketplaces and 3D digital twin technology.
About the Role
As a Customer Support Team Leader you'll split your time between leading our frontline team (main focus), whilst also helping customers and keeping your knowledge sharp.
You'll be an important pillar of customer and technical support for our property listings platforms through to our data-driven Agent solutions, whilst also building a fun and collaborative culture and supporting the team to achieve their KPIs through 1 on 1s, running team incentives and engagement activities and being an expert in our products. In this busy role, you'll also assist with an array of customer enquiries from the simple to the complex – everything from helping clients update their listings, to troubleshooting platform issues and providing internal support to other teams within Domain.
For a passionate and resilient problem-solver, you've come at a good time
With Domain now part of the CoStar Group, this is just the beginning as our tech gets better and our teams get bigger, bringing more opportunities to choose your own adventure with career pathways into Tech, Marketing and Data through our bespoke development plans, as well as more Leadership roles as the Support team grows.
Why Join Us
We're the right-sized business for you to make a real impact, with a workplace culture where you can be you. There's so many perks Here's some of the favourites...
Work from home flexibility – 3 days in the office per week.
Up to 20 weeks paid parental leave for primary carers.
Work from overseas once per year.
Leadership development programs, LinkedIn Learning and more.
Regular social events including our famous Innovation Days and annual BBQ
In a typical day you can expect to:
Be a trusted partner:
You'll be a go-to technical wizard for Real Estate agents – solving problems, championing their accounts, and helping them get the absolute best from our industry-leading portals.
Master the art of connection:
Expertly manage inbound enquiries across phone, live chat, and email – and guide the team to do the same with confidence.
Drive customer love:
Become a true product guru, empowering clients to unlock full platform potential while coaching your team to deliver consistently exceptional support.
Lead the way:
You'll balance hands-on queue work with leading the team – monitoring workloads, keeping an eye on contact volumes, making smart resourcing decisions, and jumping in to help meet service levels.
Grow future stars:
Mentor and coach the team to hit their performance benchmarks, deliver onboarding and training for new joiners, and use our QA framework to help everyone level up.
Tackle the tricky stuff:
You'll resolve complex Level 2 enquiries, escalations, and complaints with calm expertise, and support your team through theirs.
Energise the crew:
Support incentives, competitions, and team activities that keep them motivated, recognised, and loving what they do.
Our Ideal Person
Essentials
Previous experience in fast-paced customer service / tech support roles at a Team Leader level.
Passionate about delivering great customer experience.
Excellent problem-solving and conflict resolution skills with an enthusiastic, positive approach.
Resilient and empathic in nature.
A high level of confidentiality.
Nice to Haves
Experience supporting tech platforms within the SaaS industry (preferred).
Contact centre experience (highly preferred).
Experience in support roles for Real Estate, PropTech, Online Sales or Advertising Sales.
What's Next?
We'll give your application the thoughtful attention it deserves and get back to you as soon as possible. If there's a match, one of our recruitment consultants will reach out – so keep your phone handy We're genuinely excited about the chance to work together and make a meaningful impact.
Equity, Diversity & Inclusion
Domain is enthusiastically and unapologetically committed to fostering an equitable, inclusive work culture which reflects our customers and communities. We are proactively looking for candidates from all lived experiences, including people with disability, and people of all ages, ethnicities, cultures (including Aboriginal and Torres Strait Islander Peoples), faiths, sexual orientations and gender identities (including trans and non-binary people).
We are committed to providing an equitable recruitment process for people with disability. If you require adjustments during the process we're here to support. If you wish to receive this job advertisement in an accessible format, or have a confidential chat about workplace adjustments, please contact our Equity, Diversity and Inclusion team at or leave a message on ************ and we will get back to you.
CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing.
CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. Included in the S&P 500 Index and the NASDAQ 100, CoStar Group is on a mission to digitize the world's real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives.
CoStar is committed to creating a diverse environment and is proud to be an equal opportunity workplace and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. CoStar is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access as a result of your disability. You can request reasonable accommodations by calling ************** or by sending an email to .
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