Team Lead, Global Customer Support

Epsilon; Brisbane; On-site; AUD 90,000 - 130,000; Full time

Job summary

Epsilon in Brisbane seeks a Team Lead, Global Customer Support to oversee day-to-day leadership, operational performance and service delivery for the Global Customer Support function. This role ensures support services meet SLAs and deliver a consistently high-quality experience.

You will lead a globally distributed team, drive incident and change management, knowledge sharing, and continuous improvement, partnering with Platform Operations, Engineering, Product and Customer Success to enhance

Responsibilities

Job description

Company Description

See how Epsilon powers connected marketing by unlocking the full potential of data and identity.

Purpose

The Team Lead, Global Customer Support is responsible for the day-to-day leadership, operational performance and service delivery of the Global Customer Support function. This role ensures the successful delivery of support services through strong operational oversight, customer advocacy, incident management, service management disciplines and continuous improvement practices. Working closely with Platform Operations, Engineering, Product, Customer Integration Engineering, Customer Success and business stakeholders, the Team Lead is accountable for ensuring support services are delivered efficiently, Service Level Agreements are achieved and customers receive a consistently high-quality support experience. The role provides leadership, coaching and development for a globally distributed team of Global Customer Support Specialists and drives operational excellence, knowledge management, process improvement and simplification.

Core Objectives

• Operational Practices
• Customer Support and Case Management
• Customer Experience
• Incident Management
• Change Management
• IT Service Management
• Leadership and Direction
• Performance Management
• Team Capability