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.

Working closely with sales, application engineering, production, distribution and customer support teams, you will ensure enquiries are managed efficiently and customer needs are addressed professionally. You will also coach and mentor team members, strengthen product and application knowledge, improve service processes and help foster a positive, customer-focused culture.

Key responsibilities:

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

About you:

• Customer-focused leader with 3–5+ years’ experience in an industrial, technical or customer-facing environment.
• Proven capability leading customer service, support or relationship management teams, including coaching and developing others.
• Strong communicator who builds trusted relationships with customers and stakeholders at all levels, influencing outcomes across functions.
• Technically minded problem-solver, ideally with experience in engineering, technical sales, pumps, water or a similar industrial sector.
• Commercially aware, with strong attention to process execution, operational detail, risk, safety, quality and compliance.
• Resourceful and improvement-focused, with experience using ERP, CRM or business systems and the ability to support change and service improvement.

Xylem Benefits:

• Competitive salary + company bonus program
• Company-funded income protection insurance
• Subsidised health insurance for you and your immediate family
• 13% superannuation
• Gym membership discounts and wellbeing benefits
• Additional leave entitlements
• Structured training and career development pathways
• Xylem Watermark volunteer program participation

If you are an experienced customer service leader with technical aptitude, strong commercial awareness and a passion for improving customer outcomes, we would like to hear from you. Apply Now !!!