Support Team Leader - Local Government

We make software that helps deliver critical services for citizens all around the world. We're passionate about what we do and the citizens we help to serve. This role provides the opportunity to shape the performance and development of a high‐impact support team that works closely with local government customers across Australia.

Requirements

• Experience in technical or customer support roles, with a background in managing, leading, or mentoring support teams in a SaaS or enterprise software environment.
• Strong understanding of service management principles and frameworks, ideally ITIL‐aligned.
• Ability to use data, customer insights, and case trends to guide decisions and drive continuous service improvement.
• Well‐developed coaching skills—able to build team capability, lift performance, and foster accountability.
• Confidence managing escalations and supporting analysts through complex technical issues.
• Strong communication and stakeholder management skills, with the ability to work effectively across Product, Engineering, Customer Success and other internal teams.
• Experience supporting cloud, on‐premise, or hybrid environments.
• Familiarity with platforms such as Salesforce Service Cloud, Zendesk, Jira, or similar service/ticketing tools.

Benefits

• Inclusive, safe, and welcoming environment
• Days of Difference leave
• Flexible Work