CX Team Leader
Job Description
* 50/50 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.
About Domain and CoStar Group
Domain is one of Australia's most trusted and loved property brands, helping millions of Australians find their dream home and stay informed about the property market. Now, Domain has joined forces with CoStar Group, a global leader in real estate information, analytics, and online marketplaces to take the next big leap in property technology and data innovation.
As part of CoStar Group, an S&P 500 company with more than 35 years of experience transforming how people understand and transact real estate, Domain is entering an exciting new era of growth. CoStar is investing heavily in new products, technology, and people to revolutionise how Australians access property data, insights, and marketplaces.
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 1's, 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.
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...
* Hybrid working.
* Wellbeing Leave.
* Up to 20 weeks paid parental leave for primary carers.
* Novated leasing through Autopia.
* 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.
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.
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 edi@domain.com.au or leave a message on 1300 858 356 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.
Legal and EEO Statement
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, 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.
We have been living and breathing the world of real estate information and online marketplaces for over 37 years, giving us the perspective to create truly unique and valuable products and services. We've continually refined, transformed and perfected our approach to our business, creating a language that has become standard in our industry and for our customers. This is how we deliver for our customers, our employees, and investors. By equipping the brightest minds with the best resources available, we provide an invaluable edge in real estate.
CoStar Group 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 Group 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 www.costargroup.com/careers as a result of your disability. You can request reasonable accommodations by sending an email to recruitaccommodation@costar.com .
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