Customer Support Team Leader

Description

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.

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.

• 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.
• 50/50 focus - Leading the team, and hands-on support to Domain customers.
• Energise the crew: Support incentives, competitions, and team activities that keep them motivated, recognised, and loving what they do.
• 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.
• 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.
• Unlock career growth opportunities across Tech, Marketing & Data.
• 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.
• Tackle the tricky stuff: You'll resolve complex Level 2 enquiries, escalations, and complaints with calm expertise, and support your team through theirs.

Requirements

• Experience supporting tech platforms within the SaaS industry (preferred).
• A high level of confidentiality.
• Excellent problem-solving and conflict resolution skills with an enthusiastic, positive approach.
• Previous experience in fast-paced customer service / tech support roles at a Team Leader level.
• Contact centre experience (highly preferred).
• Experience in support roles for Real Estate, PropTech, Online Sales or Advertising Sales.

Benefits

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.

• Work from overseas once per year.
• Regular social events including our famous Innovation Days and annual BBQ!
• Up to 20 weeks paid parental leave for primary carers.
• Leadership development programs, LinkedIn Learning and more.
• Work from home flexibility - 3 days in the office per week.
• Hybrid working in an awesome, collaborative team.

Training + Development

Interview process

Visa Sponsorship

Security clearance