Customer Service Team Lead: Drive Excellence & Growth

Billi Australia; Auckland; On-site; NZD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive salary and benefits

Opportunity to lead and shape a key CS

Supportive, collaborative culture

Ongoing learning and development

Career growth within a growing org

Job summary

Billi Australia in New Zealand is seeking a Customer Service Team Leader to guide our NZ after-sales operations and deliver outstanding service for customers and partners. You will lead a small team, coordinate service bookings, and drive improvements across invoicing and support workflows.

You will coach team members, manage escalations, monitor KPIs, and collaborate with Service, Sales and Finance to enhance customer experiences.

Qualifications

• Experience in customer service, service coordination or support operations.
• Previous leadership or team mentoring experience.
• Strong communication and problem-solving skills.
• Ability to manage competing priorities in a fast-paced environment with attention to detail.

Responsibilities

• Lead, coach and support the customer service team
• Manage service bookings, scheduling and quote processing
• Handle escalated customer enquiries and complaints
• Monitor service performance, workload and KPIs
• Ensure accurate invoicing, records and system data
• Drive process improvements and service excellence
• Provide reporting and performance insights
• Build strong relationships across Service, Sales and Finance

Skills

Customer service experience

Leadership

Communication skills

Problem solving

Attention to detail

Systems proficiency

Customer-focused

Stakeholder management

Job description

Billi Australia in New Zealand is seeking a Customer Service Team Leader to guide our NZ after-sales operations and deliver outstanding service for customers and partners. You will lead a small team, coordinate service bookings, and drive improvements across invoicing and support workflows.

You will coach team members, manage escalations, monitor KPIs, and collaborate with Service, Sales and Finance to enhance customer experiences.