Global Customer Support Team Lead — Incidents & Experience

Publicis Groupe; Brisbane; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Hybrid work arrangements

Gym memberships

Learning & Development opportunities

Employee wellbeing programs

Job summary

Epsilon, a Global Customer Support leader within Publicis Groupe, is seeking a Team Lead to oversee day-to-day operations, incident management, and service delivery for a globally distributed team based in Brisbane. You will drive continuous improvement and ensure SLAs are achieved while delivering a high-quality support experience.

The role requires strong leadership, ITIL understanding, incident management, and stakeholder collaboration across Platform Operations, Engineering and Product teams.

Qualifications

• Demonstrated experience leading customer support or technical support teams.
• Strong understanding of IT Service Management and ITIL principles.
• Experience with ServiceNow, Jira or similar service management platforms.
• Experience supporting SaaS, retail media, advertising technology or cloud-based platforms.
• Strong stakeholder management and communication skills.
• Experience managing incidents and customer communications.
• Experience supporting API-driven and cloud-based technologies.
• Ability to analyse operational metrics and drive performance improvements.
• Experience working within globally distributed teams.
• Strong organisational and prioritisation skills.
• Proven ability to coach, mentor and develop team members.

Responsibilities

• Own support case management processes and workflows.
• Ensure customer issues are triaged, prioritised, escalated and resolved appropriately.
• Drive a high-quality customer experience through timely communication and clear ownership.
• Support the growth and adoption of customer self-service capabilities.
• Coordinate Global Customer Support involvement during incidents and service disruptions.
• Drive customer communications during major incidents.
• Facilitate post-incident reviews and follow-up activities.
• Partner with Platform Operations and Engineering to minimise customer impact.

Skills

Team leadership

ITIL/ITSM

Incident management

Stakeholder management

SaaS knowledge

Tools

ServiceNow

Jira

Job description

Epsilon, a Global Customer Support leader within Publicis Groupe, is seeking a Team Lead to oversee day-to-day operations, incident management, and service delivery for a globally distributed team based in Brisbane. You will drive continuous improvement and ensure SLAs are achieved while delivering a high-quality support experience.

The role requires strong leadership, ITIL understanding, incident management, and stakeholder collaboration across Platform Operations, Engineering and Product teams.