ERP Technical Support Team Leader

About the role

You are the operational and people leader for a team of L2 Support Engineers. You own the team's performance, coaching and development, SLA adherence, and the relationship between your team and organization's customers and partners. You are also the communication link between your team and a wide range of organization's internal stakeholders' product, marketing, professional services, and implementation. You will work alongside at least one retained Australian-based Team Leader and be expected to cover their responsibilities when they are on leave. This is a genuine leadership role with growing operational authority not a senior agent with a different title.

Key responsibilities

• Lead, coach, and develop a team of L2 Support Engineers quality feedback, performance conversations, capability building, and team engagement.
• Own team performance metrics: CSAT, SLA adherence, case quality scores, time to resolution, and team engagement survey results.
• Conduct onboarding calls with new customers and partners setting expectations on SLAs, the support portal, and how to engage effectively with the team.
• Serve as the escalation point when customers or partners are not getting the outcome they need coordinate the right engineer and get things moving.
• Run structured, regular engagement with organization's channel partner network this is a consistent and important part of the role, not occasional contact.
• Communicate product and compliance changes from organization's internal teams to your engineers you are the change communication link for your team.
• Work closely with the retained Australian Team Leader and L3 team as part of a broader support leadership structure.
• Manage team leave balances and operational housekeeping keep the team healthy and sustainable.

About you

• Experience leading a technical support or customer success team in a B2B software, SaaS, IT helpdesk, or enterprise application support environment.
• Strong coaching and performance management capability you have developed team members, managed underperformance, and built team culture before.
• Comfortable holding professional conversations with business customers and partners at a high level you do not need to be deeply technical, but you must be credible and confident.
• Strong cross-functional communication you will regularly engage with product, marketing, implementation, and partner teams across organization.
• Data-driven approach to team management CSAT, SLA, quality scores, and team engagement results are your operating language.
• Calm, solutions-focused, and professional under pressure your team will encounter difficult customer moments and they need a leader who stabilises, not escalates.

About us

The organization is one of Australia and New Zealand's leading business software companies, providing ERP, payroll, and workforce management solutions to mid-market businesses. Their product is a highly configurable cloud ERP platform covering financials, inventory, workforce management, and payroll, used by hundreds of businesses across AU and NZ.