Evening & Weekend Customer Support Lead

Tyro Payments Limited; Sydney; On-site; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Career development

Primary carer leave (18 weeks)

Secondary carer leave (12 weeks)

Volunteer day

Birthday leave

Power Up Day

Weekly social events

Taco Tuesdays

Mental health initiatives

Novated leasing

Job summary

Tyro Payments Limited is seeking a dedicated Afternoon & Weekend Customer Support Supervisor in Australia. You will provide operational leadership across Customer Support during afternoon, evening and weekend periods, coordinating workloads and guiding specialists.

You’ll act as the escalation point and manage major incidents with cross‑functional teams to ensure a high‑quality customer experience. The role focuses on incident management, effective handovers, and continual improvement of

Qualifications

• Senior experience in customer support or operations leadership.
• Proven ability to act as escalation point without formal people management.
• Strong incident management and problem solving during high-demand periods.
• Excellent written and verbal communication with frontline and stakeholders.
• Excellent time management, prioritisation and organisational skills.
• Experience in Call Centre/Contact Centre, ideally payments or finance.

Responsibilities

• Provide operational supervision across afternoon, evening and weekend periods.
• Act as primary escalation point for specialists during rostered hours.
• Monitor demand, service levels, queues and performance; adjust as needed.
• Coordinate workload and priorities across available specialists.
• Lead response to Major Incidents and coordinate escalation and handover.
• Ensure timely communication and documentation during incidents.

Skills

Senior CS Experience

Escalation Point

Incident Management

Communication Skills

Time Management

Call Centre Experience

Stakeholder Management

Independence

Roster Flexibility

Job description

Tyro Payments Limited is seeking a dedicated Afternoon & Weekend Customer Support Supervisor in Australia. You will provide operational leadership across Customer Support during afternoon, evening and weekend periods, coordinating workloads and guiding specialists.

You’ll act as the escalation point and manage major incidents with cross‑functional teams to ensure a high‑quality customer experience. The role focuses on incident management, effective handovers, and continual improvement of