Benefits Become part of a company that exemplifies teamwork, unity, and dedication Modern office, with state-of-the-art facilities with on-site car parking available Growth-oriented company that offers career development Generous discounts on a wide selection of company products The Company Known for distributing innovative and cutting-edge consumer products, this growing company is an established and highly regarded industry leader. They have an opening to lead their Technical Support team, managing agents locally and internationally. The Position Reporting to the Retail Service Manager, your duties will include: Review, monitor, and manage the actioning of all outstanding support requests from Freshdesk tickets, emails, and calls ensuring to meet SLA'S Provide support as required responding to calls, emails and tickets Mentor and regularly coach team members, providing skills learning, development and career growth Identify process inefficiencies and lead initiatives for improvement, streamlining workflows, and enhancing support procedures Collaborate with cross-functional teams, such as Customer Service, Reverse Logistics, Brand & Product and IT Service Desk, to implement best practices and enhance overall efficiency Act as an escalation point for complex technical issues, ensuring swift and effective resolution Review team performance metrics, identifying trends and areas for improvement The Candidate To qualify for this position, the applicant should have experience in a similar role or industry, preferably in manufacturing, distribution, or sales of consumer goods and possess the following skills: Strong leadership capabilities, leading change, and process improvement Proven experience in either a customer or technical support focused role, supporting customers (end consumers) via a ticketing system, phone calls and emails Leading a team of 5 to 10 team members based locally and offshore, setting and managing performance to KPI's and SLA's Good analytical and evaluation skills, in order to providing consistent reporting metrics High energy and an eye for detail in relation to service-related processes Forward-thinking mindset with a focus on continuous improvement An ability to work to tight deadlines and within constraints Work for a respected and renowned company by leading change and customer experience. If you have the listed skills and work experience, please submit your application. Alternatively, please reach out to Lauren Toledo on 03 9088 2279 for a confidential discussion.