Customer Support Team Leader

Xylem; City of Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Salary bonus

Income protection

Health insurance

Superannuation

Wellbeing benefits

Additional leave

Training & development

Watermark program

Job summary

Xylem is seeking a proactive Customer Service Lead to manage the ANZ customer journey from pre-sales to delivery and after-sales support. You will coordinate with sales, application engineering, production, and distribution to ensure timely inquiries, quotes, orders, and resolutions.

You will coach and develop the team, elevate product knowledge and drive service improvements across channels, contributing to a customer-first culture and operational excellence.

Qualifications

• Customer-focused leader with 3–5+ years’ experience in an industrial, technical or customer-facing environment.
• Proven capability leading customer service, support or relationship management teams, including coaching and developing others.
• Strong communicator who builds trusted relationships with customers and stakeholders at all levels, influencing outcomes across functions.
• Technically minded problem-solver, ideally with experience in engineering, technical sales, pumps, water or a similar industrial sector.
• Commercially aware, with strong attention to process execution, operational detail, risk, safety, quality and compliance.
• Resourceful and improvement-focused, with experience using ERP, CRM or business systems and the ability to support change and service improvement.

Responsibilities

• Lead day-to-day Customer Support operations, ensuring enquiries, quotations, orders, cases and customer requests are managed within agreed service levels and business priorities.
• Triage and coordinate customer enquiries across phone, email, web and face-to-face channels, ensuring clear ownership, responsiveness and timely resolution.
• Serve as the primary escalation point for complex customer issues, partnering with cross-functional teams to deliver effective outcomes and a positive customer experience.
• Coach, mentor and develop team members to strengthen product, application and commercial capability, supporting both customer outcomes and business growth.
• Monitor and drive key customer service metrics including response times, case ageing, backlog management, customer satisfaction and order fulfilment performance.
• Build strong internal and external stakeholder relationships, fostering accountability, responsiveness and continuous improvement across the service network.

Skills

Customer leadership

Coaching

Communication

Technical problem-solving

Process improvement

Tools

ERP systems

CRM systems

Job description

Hybrid

Brisbane

Kemps Creek

Perth

Parramatta

Melbourne

Full time

R50109

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.

About the role

Reporting to the ANZ Customer Service Manager, you will lead customer support across the full customer journey, from pre-sales enquiries and quotations through to order management, delivery coordination and after-sales support.

Working closely with sales, application engineering, production, distribution and customer support teams, you will ensure enquiries are managed efficiently and customer needs are addressed professionally. You will also coach and mentor team members, strengthen product and application knowledge, improve service processes and help foster a positive, customer-focused culture.

Key responsibilities

• Lead day-to-day Customer Support operations, ensuring enquiries, quotations, orders, cases and customer requests are managed within agreed service levels and business priorities.
• Triage and coordinate customer enquiries across phone, email, web and face-to-face channels, ensuring clear ownership, responsiveness and timely resolution.
• Serve as the primary escalation point for complex customer issues, partnering with cross-functional teams to deliver effective outcomes and a positive customer experience.
• Coach, mentor and develop team members to strengthen product, application and commercial capability, supporting both customer outcomes and business growth.
• Monitor and drive key customer service metrics including response times, case ageing, backlog management, customer satisfaction and order fulfilment performance.
• Build strong internal and external stakeholder relationships, fostering accountability, responsiveness and continuous improvement across the service network.

About you

• Customer-focused leader with 3–5+ years’ experience in an industrial, technical or customer-facing environment.
• Proven capability leading customer service, support or relationship management teams, including coaching and developing others.
• Strong communicator who builds trusted relationships with customers and stakeholders at all levels, influencing outcomes across functions.
• Technically minded problem-solver, ideally with experience in engineering, technical sales, pumps, water or a similar industrial sector.
• Commercially aware, with strong attention to process execution, operational detail, risk, safety, quality and compliance.
• Resourceful and improvement-focused, with experience using ERP, CRM or business systems and the ability to support change and service improvement.

Xylem Benefits:

• Competitive salary + company bonus program
• Company-funded income protection insurance
• Subsidised health insurance for you and your immediate family
• 13% superannuation
• Gym membership discounts and wellbeing benefits
• Additional leave entitlements
• Structured training and career development pathways
• Xylem Watermark volunteer program participation

Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.

Want to know what kind of Impact you can make?

Our goal is to optimize water access and quality, and promote responsible consumption, so that communities across the globe

can thrive. Through Xylem Watermark, our Corporate Citizenship Program, we provide and protect safe water resources for

communities around the world by engaging all stakeholders and educating about water issues.

Learn more by clicking here – Working at Xylem

( https://www.xylem.com/en-us/careers/working-at-xylem/ )

Inclusion and Belonging at Xylem

Inclusion and Belonging are fundamental to how we enable our customers to tackle global water challenges.

Learn more about our commitment to Inclusion and Belonging.

( https://www.xylem.com/en-us/careers/inclusion-and-belonging/ )