Customer Support Team Lead

About the role

Ultimate Business Systems is seeking an experienced Customer Support Team Lead to manage a team of eight support professionals, ensure timely and professional assistance to customers, and drive service excellence across its automotive, caravan and agricultural software solutions.

Key responsibilities

• Lead, coach and support a team of Customer Support Representatives.
• Manage ticket queues, workloads and team priorities.
• Monitor support performance and customer outcomes.
• Act as an escalation point for customer issues and service concerns.
• Build strong relationships with customers and maintain high satisfaction.
• Oversee onboarding, training and development of team members.
• Oversee Jira Service Management workflows and processes.
• Analyse ticket volumes, workload distribution and service trends.
• Collaborate with Development to ensure software issues are escalated and communicated.
• Assist with reporting on support performance, customer issues and team activity.
• Identify opportunities to improve support processes and service delivery.

Required profile

• Proven experience leading, coaching or mentoring a customer support or software support team.
• Background in a software, SaaS, ERP or business systems environment.
• Strong customer service and stakeholder management abilities.
• Experience managing support tickets, service queues or help‑desk operations.
• Excellent communication and problem‑solving skills.
• Ability to analyse workloads and identify improvement opportunities.
• Strong organisational skills with attention to detail.
• Highly regarded by peers and customers.

Required skills

• Jira Service Management
• ERP systems