Technical Customer Support Team Leader

About the role

MachShip is looking for a leader to take full ownership of its Platform Support and Client Integrations Support teams as they grow. Reporting to the Head of Customer Support, you will run the team day to day (SLAs, escalations, coaching) and help shape its future direction. You will be the point of contact when tickets get complicated, clients need calming down or the team needs a clear head.

Key responsibilities

• Direct line management: 1:1s, coaching, recruitment and onboarding, spotting capability gaps and building development plans.
• Manage team capacity and SLA compliance, using data to catch at-risk tickets early and fix the underlying patterns.
• Own escalated cases beyond an SME's authority or a client's patience, then feed lessons back into how the team works.
• Act as Support's voice with Sales, Account Management, Product and Engineering.
• Shape process, tooling, documentation and AI adoption, and turn technical detail into something clients and internal teams can act on.

Required profile

• Curiosity and confidence when investigating unfamiliar systems and technical problems.
• A strong technical support background with real leadership experience counts as much as a degree.
• Desirable but not essential: experience troubleshooting integration issues between customers and technical teams, and familiarity with freight, logistics or supply chain.

Required skills

• Comfortable talking about APIs, FTP/SFTP, data mapping and formats such as XML, JSON and CSV.
• Desirable: experience with ERP, WMS, FMS, inventory or eCommerce platforms (MYOB, NetSuite, SAP, Microsoft Business Central, Cin7, Pronto, Sage, Shopify, WooCommerce, Magento).