Evening & Weekend Customer Support Lead (Incidents)

Tyro Payments; Sydney; On-site; AUD 100,000 - 130,000; Full time

Benefits offered by this job

18 weeks paid primary carers leave

12 weeks paid secondary carers leave

Annual team-based volunteer day

Birthday Leave

Power Up Day

Weekly team social events

Novated leasing

Job summary

Tyro Payments in Sydney is recruiting an Afternoon & Weekend Customer Support Supervisor to lead operational activities during afternoon, evening, and weekend shifts, with a focus on escalation, incident handling and service continuity.

You will coordinate workloads, guide specialists, and manage Major Incidents in collaboration with Technology, Operations, Product and Risk, ensuring timely communication and high-quality customer outcomes.

Qualifications

• Experience in a senior customer support, operations, or supervisory role.
• Ability to act as escalation point without formal people-management responsibilities.
• Strong incident management and problem-solving skills.
• Calm, organized and decisive under high demand.
• Excellent time management and organizational skills.
• Call Centre/Contact Centre experience, ideally within payments/banking/retail.
• Customer-focused with strong stakeholder management.
• Excellent verbal and written communication for incidents.

Responsibilities

• Provide operational supervision and leadership across Customer Support during afternoon, evening and weekend operating periods.
• Act as the primary escalation point for Customer Support Specialists during rostered hours, guiding decision-making.
• Monitor service levels, queues and performance, taking action to maintain standards.
• Coordinate workload across Specialists to meet changing demand.
• Own complex or sensitive escalations and coordinate outcomes.
• Lead the Customer Support response to Major Incidents (MIM) during rostered hours.
• Coordinate with Technology, Operations, Product, Risk during incidents.
• Ensure timely and accurate communications to the team and stakeholders.
• Maintain incident documentation and timelines per Major Incident Management processes.
• Ensure effective handover of ongoing incidents beyond rostered hours.

Skills

Operational leadership

Incident management

Communication

Prioritisation

Stakeholder management

Decision making

Roster management

Customer service

Job description

Tyro Payments in Sydney is recruiting an Afternoon & Weekend Customer Support Supervisor to lead operational activities during afternoon, evening, and weekend shifts, with a focus on escalation, incident handling and service continuity.

You will coordinate workloads, guide specialists, and manage Major Incidents in collaboration with Technology, Operations, Product and Risk, ensuring timely communication and high-quality customer outcomes.