Customer Support Team Leader

About the role

Reporting to the ANZ Customer Service Manager, you will lead customer support across the full customer journey, from pre‑sales enquiries and quotations through to order management, delivery coordination and after‑sales support. You will work closely with sales, application engineering, production, distribution and support teams to ensure enquiries are managed efficiently and customer needs are addressed professionally.

Key responsibilities

• Lead day‑to‑day Customer Support operations, ensuring enquiries, quotations, orders, cases and requests are managed within agreed service levels.
• Tri­age and coordinate customer enquiries across phone, email, web and face‑to‑face channels, ensuring clear ownership and timely resolution.
• Serve as the primary escalation point for complex issues, partnering with cross‑functional teams to deliver effective outcomes.
• Coach, mentor and develop team members to strengthen product, application and commercial capability.
• Monitor and drive key service metrics such as response times, case ageing, backlog, customer satisfaction and order fulfilment performance.
• Build strong internal and external stakeholder relationships, fostering accountability and continuous improvement.

Required profile

• Customer‑focused leader with 3–5+ years’ experience in an industrial, technical or customer‑facing environment.
• Proven capability leading customer service or support teams, including coaching and developing others.
• Strong communicator who builds trusted relationships with customers and stakeholders at all levels.
• Technically minded problem‑solver, ideally with experience in engineering, technical sales, pumps or water sectors.
• Commercially aware with strong attention to process execution, risk, safety, quality and compliance.
• Resourceful and improvement‑focused, experienced using ERP, CRM or other business systems.

Required skills

• ERP
• CRM
• Business systems

What we offer

• Competitive salary plus company bonus program.
• Company‑funded income protection insurance.
• Subsidised health insurance for you and immediate family.
• 13 % superannuation.
• Gym membership discounts and wellbeing benefits.
• Additional leave entitlements.
• Structured training and career development pathways.
• Participation in the Xylem Watermark volunteer program.