Customer Support Team Lead

About the role

RPMGlobal is seeking an experienced Customer Support Team Lead to manage a team of consultants delivering software support to mining clients. The role is based in the Perth CBD office and involves both hands‑on technical assistance and strategic team leadership.

Key responsibilities

• Lead, mentor and manage a team of Customer Support Consultants, fostering a positive work environment.
• Oversee daily ticket management, performance monitoring and quality assurance.
• Provide technical assistance for mining software applications and resolve customer issues efficiently.
• Collaborate with Product Development, Consulting and Sales to ensure a seamless customer experience.
• Analyse support metrics, identify trends and drive continuous improvement.
• Handle escalated inquiries and present performance reports to senior management.

Required profile

• Bachelor’s degree in Computer Science, IT, Business Administration or related field (preferred).
• Minimum 3 years of customer support experience, including at least 1 year in a leadership role.
• Strong communication skills and ability to build relationships with customers and internal teams.
• Proactive ownership of tasks and a customer‑centric problem‑solving approach.
• Legal right to work in Australia.

Required skills

• Technical knowledge of software applications and troubleshooting.
• Familiarity with ticket management software.
• ITIL certification (preferred).
• Experience in the mining industry or with RPM’s mining software (highly regarded).