APAC Customer Support Team Lead (Remote)

DoorDash, Inc.; Sydney; On-site; AUD 120,000 - 160,000; Full time

Job summary

DoorDash is seeking a Team Lead, Customer Support for the APAC region. This role will oversee day-to-day operations of the remote APAC support team, coach representatives, and ensure fast, empathetic assistance to hospitality operators using our platform.

You will drive performance, quality, and collaboration with cross-functional teams. You have 3+ years in technical customer support (SaaS a plus), strong coaching abilities, and a passion for delivering an outstanding customer experience.

Qualifications

• 3+ years of technical customer support experience, SaaS experience a plus.
• Inspire, coach, and develop a high-performing remote team.
• Delivers outstanding customer experience consistently.
• Clear and confident written and verbal communication.
• Strong problem-solving skills for escalated issues.
• Comfortable using support tools and analytics dashboards.

Responsibilities

• Act as Player-Coach by directly supporting customers when needed while guiding the team to resolve issues.
• Lead and coach a team of customer support representatives to maintain a high-performing environment.
• Monitor metrics, provide feedback, and deliver coaching for team growth.
• Improve productivity and quality by maintaining documentation, reviews, and customer satisfaction analysis.
• Collaborate with Customer Success, Product, and other teams to improve overall customer experience.

Skills

Team leadership

Customer support

SaaS experience

Communication skills

Problem solving

CRM tools

Analytics dashboards

Tools

CRM systems

Help desk platforms

Analytics dashboards

Job description

DoorDash is seeking a Team Lead, Customer Support for the APAC region. This role will oversee day-to-day operations of the remote APAC support team, coach representatives, and ensure fast, empathetic assistance to hospitality operators using our platform.

You will drive performance, quality, and collaboration with cross-functional teams. You have 3+ years in technical customer support (SaaS a plus), strong coaching abilities, and a passion for delivering an outstanding customer experience.