Global Customer Support Team Lead — Remote & Growth

Epsilon Ltd; Brisbane; Hybrid; AUD 120,000 - 170,000; Full time

Benefits offered by this job

Hybrid work arrangements

Gym memberships

Learning & Development opportunities

Employee wellbeing programs

Additional annual leave

Job summary

Epsilon, a Publicis Groupe company, is seeking a Team Lead, Global Customer Support in Brisbane to guide day-to-day operations and ensure exceptional support delivery. You will lead a globally distributed team and drive incident management, problem resolution, and knowledge management to improve service quality.

The role focuses on leadership, coaching and customer advocacy as part of a SaaS environment, with a strong emphasis on SLAs, performance metrics and continual service improvement.

Qualifications

• Demonstrated experience leading customer support or technical support teams.
• Strong understanding of IT Service Management and ITIL principles.
• Experience with incident management and customer communications.
• Experience leading globally distributed teams.

Responsibilities

• Establish and manage day-to-day support operational practices.
• Ensure support operations are executed efficiently and consistently across regions.
• Monitor workload distribution, customer demand and resource allocation.
• Implement proactive solutions for incident and problem detection, response, remediation and continuous improvement.
• 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.
• Champion the voice of the customer across the organisation.
• Partner with cross-functional stakeholders to address recurring customer issues.
• Drive customer-focused decision-making and service improvements.
• Ensure support interactions maintain a high standard of professionalism and quality.
• 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 and improve service reliability.
• Uphold change management processes and procedures.
• Assess and communicate customer impacts associated with system changes.
• Support the successful adoption of new features, capabilities and platform enhancements.
• Ensure customer-facing communication and readiness activities are completed effectively.
• Ensure SLAs and KPIs are consistently achieved.
• Uphold support workflows and service management practices.
• Support and enhance incident, request, problem and knowledge management processes.
• Maintain a strong focus on customer experience and service quality.
• Support follow-the-sun coverage models and escalation pathways.
• Provide leadership, coaching and mentorship to Global Customer Support Specialists.
• Establish clear performance standards and expectations.
• Foster a positive, collaborative and customer-centric team culture.
• Act as a key liaison between Global Customer Support and operational stakeholders.
• Monitor and report on support performance and operational metrics.
• Hold direct reports accountable for achievement of service objectives.
• Conduct regular coaching, development and performance conversations.
• Support workforce planning and resource management activities.
• Develop technical and service management capabilities within the team.
• Support onboarding and training initiatives.
• Encourage continuous learning, knowledge sharing and cross-skilling.
• Ensure support documentation remains current, accurate and accessible.
• Drive knowledge capture and operational readiness activities.
• Improve the quality and effectiveness of internal support resources.
• Proactively identify opportunities to improve support processes and systems.
• Drive simplification initiatives that improve customer and employee experiences.
• Support automation and shift-left initiatives where appropriate.
• Collaborate with stakeholders to improve support workflows and operational outcomes.

Skills

Leadership

Stakeholder management

Incident management

IT Service Management

Coaching & development

Knowledge management

Process improvement

Customer advocacy

Performance management

Tools

ServiceNow

Jira

Job description

Epsilon, a Publicis Groupe company, is seeking a Team Lead, Global Customer Support in Brisbane to guide day-to-day operations and ensure exceptional support delivery. You will lead a globally distributed team and drive incident management, problem resolution, and knowledge management to improve service quality.

The role focuses on leadership, coaching and customer advocacy as part of a SaaS environment, with a strong emphasis on SLAs, performance metrics and continual service improvement.