Team Lead, Customer Support, In-Store (SaaS)

Location: Remote in Australia; Sydney, Melbourne, or Brisbane

Company

hirify.global provides a hospitality technology platform and partners with hospitality operators to support their customer operations.

What you will do

• Lead day-to-day operations for the APAC customer support team.
• Act as a player-coach by supporting customers directly and helping representatives resolve issues.
• Coach, develop, and provide performance feedback to customer support representatives.
• Improve team productivity and service quality through documentation, quality reviews, training, and customer satisfaction analysis.
• Collaborate with Customer Success, Product, and other teams to improve the customer experience.

Requirements

• 3+ years of technical customer support experience; SaaS experience is a plus.
• Experience inspiring, coaching, and developing a high-performing remote team.
• Strong commitment to delivering an outstanding customer experience.
• Clear and confident written and verbal communication.
• Strong problem-solving skills and ability to handle complex and escalated issues.
• Comfort using support tools and systems such as CRMs, help desk platforms, and analytics dashboards.

Culture & Benefits

• Full-time shifts.
• Collaborative, high-performing customer support environment.
• Employee benefits and perks supporting health, well-being, and career development.
• Commitment to diversity, inclusion, and workplace accommodations.