APAC Customer Support Lead — Global, Follow-the-Sun

TeamViewer; Adelaide; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive salary and benefits

Global follow-the-sun model

International travel opportunities

Team events and celebrations

Open collaborative culture

Diversity and CARE initiatives

Job summary

TeamViewer is seeking a hands‑on Team Manager, Customer Support – APAC to lead and develop the APAC Customer Support organization in Adelaide. You will drive customer outcomes, accountability and a high‑performance culture while transitioning toward a global follow‑the‑sun model across regions and time zones.

You will coach a diverse team, manage KPIs and escalate issues with senior stakeholders, leveraging AI‑enabled tools and automation to improve processes.

Qualifications

• 5+ years of leadership experience in Customer Support or related fields.
• Experience coaching and developing high‑performing teams.
• Experience with follow‑the‑sun/global support models and queues.
• Strong APAC regional knowledge across markets, cultures, time zones.
• Proven ability to drive KPIs and use data to inform decisions.
• Experience handling complex customer escalations and senior stakeholders.
• Understanding of modern support ops, self‑service, automation and AI.
• Experience leading organizational change and process improvements.
• Excellent communication and stakeholder management; decisive and collaborative.
• English fluency; additional APAC languages a plus; degree advantageous but not essential.

Responsibilities

• Lead and develop the APAC Customer Support team, creating a high‑performing, engaged and customer‑focused organization with a strong culture of accountability, collaboration and ownership.
• Set clear expectations and actively manage individual and team performance against defined objectives and KPIs, supported by regular feedback, coaching, one‑to‑ones and development planning.
• Identify and develop high‑potential talent, strengthen succession planning and empower team members to make decisions, take ownership and continuously improve the customer experience.
• Own the operational performance of APAC Customer Support, driving regional and global KPIs across responsiveness, resolution, service levels, quality, productivity and customer outcomes.
• Use operational data and insights to identify performance gaps, address root causes, effectively align resources and capacity, and drive sustainable improvements.
• Manage complex or high‑impact customer escalations and identify recurring customer pain points, working cross‑functionally to improve the broader customer experience.
• Lead APAC as an integral part of the global follow‑the‑sun support model, helping transition from regional ticket queues to global queues, shared case ownership and effective handover practices across regions.
• Partner closely with Support leaders in EMEA and the Americas to balance global workloads, capacity and skills, improve customer coverage and champion a global‑first mindset.
• Drive transformation and continuous improvement by simplifying, standardizing and automating support operations, while championing the adoption of new technologies, tools, self‑service capabilities and AI‑enabled ways of working.
• Represent APAC within the Global Customer Support leadership team, partnering with Product, Engineering, Sales, Customer Success and regional Support leaders to establish consistent service standards, share best practices and provide clear insights on performance, customer trends, risks and opportunities.

Skills

Leadership

Coaching

APAC regional knowledge

Stakeholder management

Data‑driven decisions

Communication

Education

Business/IT/CS/Economics degree (advantageous)

Job description

TeamViewer is seeking a hands‑on Team Manager, Customer Support – APAC to lead and develop the APAC Customer Support organization in Adelaide. You will drive customer outcomes, accountability and a high‑performance culture while transitioning toward a global follow‑the‑sun model across regions and time zones.

You will coach a diverse team, manage KPIs and escalate issues with senior stakeholders, leveraging AI‑enabled tools and automation to improve processes.