Customer Support Team Leader

Machship; City of Melbourne; On-site; AUD 120,000 - 180,000; Full time

Job summary

MachShip is seeking a Head of Customer Support to own day-to-day operations, SLAs, escalations and coaching. You will shape the function's direction, manage recruitment and onboarding, and translate complex technical issues for clients and internal teams.

You'll collaborate with Sales, Product and Engineering, and drive AI adoption and tooling improvements while navigating API and data-exchange discussions.

Qualifications

• Experience leading a technical support function with SLA governance.
• Familiarity with API-based integrations and data formats.
• Exposure to ERP/WMS/FMS systems and ecommerce platforms.

Responsibilities

• Direct line management: 1:1s, coaching, recruitment and onboarding
• Spot capability gaps and build development plans
• Manage team capacity and SLA compliance
• Catch at-risk tickets and fix patterns
• Own escalations end-to-end beyond SME authority
• Feed learnings back into the supported process
• Serve as Support's voice with Sales, AM, Product, Eng
• Shape process, tooling, documentation, and AI adoption
• Talk technically about APIs, FTP/SFTP, XML/JSON/CSV
• Translate technical detail into actionable client guidance

Skills

Team leadership

SLA management

Coaching

Recruitment & onboarding

API integration

Data mapping (XML/JSON/CSV)

FTP/SFTP integration

ERP/WMS/FMS knowledge

Ecommerce platforms knowledge

Cross-functional collaboration

Job description

You'll report to our Head of Customer Support and take full ownership of how the Support team runs day to day: SLAs, escalations, coaching, the lot. You'll also help shape where the function goes next. When a ticket gets complicated, a client needs calming down, or the team needs a clear head, you're the person they turn to.

Key responsibilities

Direct line management: 1:1s, coaching, recruitment and onboarding

Spot capability gaps and build development plans

Manage team capacity and SLA compliance

Catch at-risk tickets in the data before a client feels them and fix patterns for good

Own hard escalations end to end when beyond an SME's authority or client's patience

Feed learnings back into how the team works

Be Support's voice with Sales, Account Management, Product and Engineering

Shape process, tooling, documentation, and AI adoption

Navigate technical conversations about APIs, FTP/SFTP, data mapping and formats such as XML, JSON and CSV

Translate technical detail into something clients and internal teams can act on

About you

Curiosity and confidence when investigating unfamiliar systems and technical problems

Familiarity with APIs and how systems exchange data (desirable)

Experience with FTP/SFTP or other file-based integrations (desirable)

Exposure to data mapping or working with XML, JSON, CSV or similar data formats (desirable)

Experience supporting or working with ERP, WMS, FMS, inventory management or eCommerce platforms (desirable)

Familiarity with platforms such as MYOB, NetSuite, SAP, Microsoft Business Central/F&O, Cin7, Pronto, Sage, Shopify, WooCommerce or Magento (desirable)

Freight, logistics or supply chain experience (desirable)

Experience working between customers and technical teams to troubleshoot integration issues (desirable)

A strong technical support background with real leadership experience

About us

MachShip started in a warehouse, on the phone to carriers, buried in spreadsheets – a handful of people building the tool they wished existed. Thousands of consignments move through the platform every day now, and honestly, that same get-it-done energy still runs the place, just at a bigger scale. We live by five values: we delight our customers, sweat the small stuff, act as one team, challenge with curiosity, and go hard or go home. Freight tech is only getting more interesting, and you'll have real room to shape how Support scales, not just run someone else's playbook.