Support Team Leader

About UsProSpend is a leading Australia-built unified spend management platform designed for growing mid-market businesses across Australia and New Zealand. The platform provides finance teams with greater control over business spend, covering expenses, accounts payable, corporate and virtual cards, purchase orders, budgets, travel, and approvals. Trusted by more than 1,000 organizations across Australia and New Zealand.As our customer base continues to grow, we are seeking a hands-on Support Team Leader to lead the day-to-day performance of our Support team.
The OpportunityReporting to the Head of Customer, this is a true player-manager position. You'll own the day-to-day performance of the Support team — SLAs, queue health, coaching and rostering — while keeping a reduced personal ticket load and acting as the first point of escalation for complex or sensitive customer issues.If you're a senior support professional who's ready to lead but doesn't want to step away from the product, this one's for you.
What you will do Team Leadership & Coaching• Act as direct line manager for Support Consultants and Senior Support Consultants• Conduct weekly 1:1 coaching sessions: review performance data, provide structured feedback and support career development• Run daily standups and weekly team reviews to keep the team aligned, share product updates and address recurring issues
Own SLA and Queue Performance• Monitor the support ticket queue in real time and intervene when individual SLAs are at risk of breach• Own team performance against First Reply Time, Next Reply Time and Full Resolution Time across all priority tiers• Manage team workload: oversee ticket distribution, balance capacity during absence or volume spikes, and reassign as needed• Drive a high Support Customer Satisfaction (CSAT) score through quality review and coaching
Individual Contribution & Escalation Management• Carry a reduced personal ticket load, focused on complex, sensitive and high-priority cases• Act as the first internal escalation point before issues reach the Head of Customer or the Product team• Investigate and resolve complex functional and technical issues across expense management, AP automation, virtual cards and supplier management• Guide customers through product capability and best practice so they can adopt ProSpend as quickly and fully as possible.
Reporting & Analysis• Produce weekly and monthly Support performance reports covering SLA, CSAT, backlog, productivity and trend analysis for the Head of Customer• Extract and interpret support metrics from the Support platform, analytics and CRM• Identify systemic and recurring issues, and translate them into clear recommendations.
Drive Continuous Improvements• Manage Support platform configuration: views, automations, macros, routing rules and SLA policies• Drive AI and self-service deflection: monitor deflection rate and coordinate with the Support team on content and automation improvements• Maintain and update the Support playbook and escalation framework in collaboration with the Principal Support Consultant• Act as liaison between Support and the Account Management, Professional Services, Product and DevOps teams on systemic issues affecting multiple customers
Skills and Experience• Minimum 4 years' experience in a customer-facing product support role within a SaaS or technology business• Demonstrated experience mentoring, coaching or informally leading other support consultants• Proven track record of hitting SLA an CSAT targets.• Strong hands-on troubleshooting and problem-solving capability, including the ability to resolve complex escalations personally• Experience with a modern support platform (e.g. Zendesk, Freshdesk, HubSpot Service Hub, Intercom), including administration of views, automations, macros and SLA policies• Confidence turning support metrics into performance reporting.• Excellent written and verbal communication, with the ability to explain technical concepts clearly to non-technical finance users• Strong organisational skills and the ability to manage competing priorities in a reactive environment
Why Join Us?This is an opportunity to build the leadership layer of the Support function at a successful Australian SaaS business at an exciting stage of growth. You'll shape how the team operates, coach a growing group of consultants, and stay close to the product and the customers who rely on it.
If you're a senior support professional ready to lead without giving up the hands-on work, we'd love to hear from you.