Team Lead, Customer Support, In-Store

DoorDash ANZ; Sydney, Melbourne, Brisbane; Hybrid; AUD 120,000 - 170,000; Full time

Job summary

SevenRooms is seeking a Team Lead, Customer Support to head our APAC support team. You’ll oversee day-to-day operations, coach a remote group of representatives, and ensure fast, empathetic, and high-quality service for hospitality operators.

You’ll drive productivity with knowledge management, quality reviews, and cross-team collaboration with Success, Product, and others. Excellent communication and a track record of coaching are required.

Qualifications

• 3+ years of technical customer support experience (SaaS a plus).
• Strong ability to coach and develop a high-performing remote team.
• Clear and confident written and spoken communication.
• Proven problem-solving skills with escalated issues.

Responsibilities

• Act as player-coach and support customers when needed.
• Lead and coach a remote customer support team across APAC.
• Monitor metrics, give feedback, and deliver coaching to team members.
• Collaborate with Customer Success, Product, and other teams to improve customer experience.

Tools

CRMs

Help desk platforms

Analytics dashboards

Job description

Sydney, NSW; Melbourne, VIC; Brisbane, QLD; Australia - Remote

About the Team

The Customer Support Team at SevenRooms partners directly with hospitality operators around the world to deliver best-in-class customer support. Whether it's troubleshooting an issue, explaining how a feature works, or helping clients get the most out of our platform, we’re here to ensure they succeed.

Shifts: Full-Time

About the Role

The Team Lead, Customer Support leads our APAC support team, ensuring hospitality operators receive fast, effective, and empathetic assistance. This role oversees day-to-day team operations, supports the growth and development of our support representatives, and helps maintain the high standard of service our customers rely on.

You’re excited about this opportunity because you will…

Act as a Player-Coach. Step in to directly support customers when needed while ensuring the support team has the knowledge and resources to successfully resolve issues. Support the Team. Guide and support a team of customer support representatives, fostering a positive, collaborative, and high-performing environment. Coach for Performance. Monitor key metrics, provide regular feedback, and deliver coaching to help team members grow and succeed. Drive Team Productivity. Enhance efficiency and quality by maintaining documentation, conducting quality reviews, analyzing customer satisfaction trends, and creating impactful training. Collaborate Across Teams. Partner with Customer Success, Product, and other teams to share insights and improve the overall customer experience.

We’re excited about you because…

• You have 3+ years of Technical Customer Support Experience, with SaaS experience as a plus
• You know how to inspire, coach, and develop a high-performing remote team
• You care deeply about delivering an outstanding customer experience every time
• You’re a clear and confident communicator, both in writing and in person
• You’re a strong problem solver who can handle complex and escalated issues with ease
• You’re comfortable using support tools and systems like CRMs, help desk platforms, and analytics dashboards

About DoorDash

At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order food to a company that people turn to for any and all goods.
DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks.

Our Commitment to Diversity and Inclusion

We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

If you need any accommodations, please inform your recruiting contact upon initial connection.