APAC Customer Support Lead, Global Follow-the-Sun

TeamViewer

Adelaide

On-site

AUD 150,000 - 190,000

Full time

5 days ago

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Benefits offered by this job

Competitive salary

Performance-based incentives

Global collaboration

International travel

Quarterly team events

Open and collaborative culture

Staff lunches and fruit/tea/coffee

Care initiatives

Job summary

TeamViewer in Adelaide, Australia is seeking an experienced Team Manager, Customer Support – APAC to lead regional support and contribute to global strategy. You will drive customer outcomes, coach a diverse team, and push continuous improvement across regions and time zones.

You will own operational performance, manage KPIs, and collaborate with Product, Engineering, Sales and regional leaders to standardize service standards and handovers, while supporting the global follow-the-sun model and

Qualifications

5+ years of leadership experience in customer support or related field.
Experience coaching and developing high‑performing teams.
Experience with follow‑the‑sun/global support models.
Strong APAC market understanding.
Comfort translating data insights into actions.

Responsibilities

Lead and develop APAC Customer Support team with accountability and collaboration.
Manage performance against KPIs with coaching and development planning.
Identify high-potential talent and succession planning.
Own operational performance across responsiveness, resolution, SLA, quality and productivity.
Drive improvements via data, capacity planning and automation.
Handle high-impact escalations and cross-functional collaboration.
Represent APAC in global leadership and align global queues and handover practices.
Collaborate with EMEA and Americas to balance workloads and skills.
Champion new technologies, AI-enabled workflows and self-service.
Provide insights on performance and customer trends to leadership.