Technical Support Team Leader

Machship; City of Melbourne; On-site; AUD 120,000 - 180,000; Full time

Job summary

MachShip in Melbourne is seeking a Head of Customer Support who will own the day-to-day of the Support team, drive SLAs, coach staff and shape the function's next steps. You'll be the go-to for escalations and for turning complex issues into clear actions.

You'll manage 1:1s, recruit and onboard, monitor capacity and escalate issues, collaborate with Sales, Product, and Engineering, and influence process, tooling and AI adoption to improve the customer experience.

Qualifications

• Curiosity and confidence when investigating unfamiliar systems and technical problems.
• Familiarity with APIs and how systems exchange data.
• Experience with FTP/SFTP or other file-based integrations.
• Exposure to data mapping or working with XML, JSON, CSV or similar data formats.
• Experience supporting or working with ERP, WMS, FMS, inventory management or eCommerce platforms.
• Familiarity with platforms such as MYOB, NetSuite, SAP, Microsoft Business Central/F&O, Cin7, Pronto, Sage, Shopify, WooCommerce or Magento.
• Freight, logistics or supply chain experience.
• Experience working between customers and technical teams to troubleshoot integration issues.
• A strong technical support background with real leadership experience.

Responsibilities

• Direct line management: 1:1s, coaching, recruitment and onboarding.
• Spot capability gaps and build development plans.
• Manage team capacity and SLA compliance.
• Catch at-risk tickets in the data before a client feels them and fix patterns.
• Own hard escalations end to end when beyond an SME's authority or client's patience.
• Feed learnings back into how the team works.
• Be Support's voice with Sales, Account Management, Product and Engineering.
• Shape process, tooling, documentation, and AI adoption.
• Navigate technical conversations about APIs, FTP/SFTP, data mapping and formats such as XML, JSON and CSV.
• Translate technical detail into something clients and internal teams can act on.

Skills

Leadership

Problem-solving

Communication

Curiosity

Customer focus

Tools

APIs

FTP/SFTP

Data mapping

Job description

You'll report to our Head of Customer Support and take full ownership of how the Support team runs day to day: SLAs, escalations, coaching, the lot. You'll also help shape where the function goes next. When a ticket gets complicated, a client needs calming down, or the team needs a clear head, you're the person they turn to.

Key responsibilities

Direct line management: 1:1s, coaching, recruitment and onboarding

Spot capability gaps and build development plans

Manage team capacity and SLA compliance

Catch at-risk tickets in the data before a client feels them and fix patterns for good

Own hard escalations end to end when beyond an SME's authority or client's patience

Feed learnings back into how the team works

Be Support's voice with Sales, Account Management, Product and Engineering

Shape process, tooling, documentation, and AI adoption

Navigate technical conversations about APIs, FTP/SFTP, data mapping and formats such as XML, JSON and CSV

Translate technical detail into something clients and internal teams can act on

About you

Curiosity and confidence when investigating unfamiliar systems and technical problems

Familiarity with APIs and how systems exchange data (desirable)

Experience with FTP/SFTP or other file-based integrations (desirable)

Exposure to data mapping or working with XML, JSON, CSV or similar data formats (desirable)

Experience supporting or working with ERP, WMS, FMS, inventory management or eCommerce platforms (desirable)

Familiarity with platforms such as MYOB, NetSuite, SAP, Microsoft Business Central/F&O, Cin7, Pronto, Sage, Shopify, WooCommerce or Magento (desirable)

Freight, logistics or supply chain experience (desirable)

Experience working between customers and technical teams to troubleshoot integration issues (desirable)

A strong technical support background with real leadership experience

About us

MachShip started in a warehouse, on the phone to carriers, buried in spreadsheets – a handful of people building the tool they wished existed. Thousands of consignments move through the platform every day now, and honestly, that same get-it-done energy still runs the place, just at a bigger scale. We live by five values: we delight our customers, sweat the small stuff, act as one team, challenge with curiosity, and go hard or go home. Freight tech is only getting more interesting, and you'll have real room to shape how Support scales, not just run someone else's playbook.