Mining Software Support Team Lead — Hybrid (Perth)

RPMGlobal; Perth; On-site; AUD 110,000 - 150,000; Full time

Benefits offered by this job

On-site in Perth CBD

Ad hoc work from home

Job summary

RPMGlobal is seeking a dynamic Customer Support Team Leader to guide a team of Customer Support Consultants in delivering outstanding service to clients in the mining software space. Based in Perth, the role is permanent full-time with in-office work at our Perth CBD headquarters and occasional remote work.

You will manage ticket queues, oversee performance, provide technical assistance, and collaborate with Product Development, Consulting and Sales to ensure a seamless customer experience.

Qualifications

• Bachelor degree in CS/IT/Business Administration or related field.
• 3+ years in customer support with at least 1 year in leadership.
• Strong technical knowledge of software applications and troubleshooting.
• Excellent communication and interpersonal skills, with customer focus.

Responsibilities

• Lead, mentor, and manage a team of Customer Support Consultants.
• Oversee daily operations including ticket management and QA.
• Provide technical assistance and resolve customer issues efficiently.
• Ensure adherence to policies and best practices to improve service.
• Monitor support metrics to identify trends and opportunities.
• Collaborate with Product Development, Consulting and Sales teams.
• Conduct regular training sessions and handle escalations.
• Prepare and present reports on team performance.

Skills

Leadership

Customer focus

Communication

Problem solving

Ownership

English proficiency

Education

Bachelor's degree in Computer Science

Bachelor's degree in Information Technology

Bachelor's degree in Business Administration

Tools

Ticket management software

Job description

RPMGlobal is seeking a dynamic Customer Support Team Leader to guide a team of Customer Support Consultants in delivering outstanding service to clients in the mining software space. Based in Perth, the role is permanent full-time with in-office work at our Perth CBD headquarters and occasional remote work.

You will manage ticket queues, oversee performance, provide technical assistance, and collaborate with Product Development, Consulting and Sales to ensure a seamless customer experience.