The posting
We’re looking for an experienced Residential Support Team Leader to lead a team responsible for delivering high-quality technical and customer support to residential customers.
You’ll combine people leadership, technical troubleshooting and operational management, helping your team resolve complex broadband, Wi-Fi, connectivity, provisioning, billing and service-related issues while delivering an excellent customer experience.
You’ll also play a key role in managing escalations, supporting vulnerable and hardship customers, monitoring team performance and driving continuous improvements across the residential support function.
If you’re a confident people leader with strong telecommunications knowledge and a hands-on approach to problem solving, we’d love to hear from you.
What you'll do
Lead and develop the team
- Lead, coach and develop a team of 5–10 Residential Support team members.
- Set clear expectations and provide regular feedback, performance coaching and capability development.
- Manage team attendance, conduct and performance in line with company processes.
- Support onboarding, training and succession planning.
- Create a positive, accountable and high-performing team environment.
Customer & technical support
- Provide guidance on complex broadband, Wi-Fi, modem/router, connectivity and service-performance issues.
- Support the team with complex enquiries involving provisioning, telecommunications products and services, plan changes, service modifications, ordering, relocations and billing.
- Use structured troubleshooting and technical tools to help identify and resolve customer issues.
- Ensure customers receive clear communication and appropriate support throughout the resolution process.
Escalations & case management
- Manage complex customer enquiries, incidents and service issues through to resolution.
- Coordinate with internal teams, vendors and carriers to achieve timely outcomes.
- Oversee complaints, hardship matters and vulnerable customer situations in line with company policies and regulatory requirements.
- Monitor escalated cases to ensure troubleshooting, documentation, evidence and follow-up actions are completed.
Operational performance
- Lead daily service operations including workload allocation, queue management, attendance, schedule adherence and operational coverage.
- Monitor customer experience, quality, service and productivity performance.
- Identify performance gaps and take appropriate action to improve results.
- Review customer trends, operational risks and service issues, providing accurate reporting to management.
- Support the rollout of new products, systems, processes and operational changes.
Continuous improvement
- Identify recurring customer issues, service trends and process improvement opportunities.
- Lead initiatives that improve team performance and customer outcomes.
- Maintain and improve training materials, knowledge articles, troubleshooting guides and operational documentation.
- Share knowledge and best practice across the broader support function.
What you'll bring
- Previous experience leading a customer service, technical support or telecommunications support team.
- Strong knowledge of residential telecommunications, particularly broadband, Wi-Fi, modems/routers, connectivity and service performance.
- Experience handling complex customer issues, escalations and complaints through to resolution.
- Strong people leadership skills, including coaching, performance management and capability development.
- Experience managing operational metrics such as customer experience, quality, service levels and productivity.
- Strong problem-solving and decision-making skills, with the ability to troubleshoot complex technical issues.
- Excellent communication skills and the ability to work effectively with customers, internal teams, vendors and carriers.
- Strong organisational skills and the ability to manage competing priorities in a fast-paced environment.
- A customer-focused approach, with sound judgement and a strong sense of accountability.
- Experience working within privacy, security, identity verification, quality or regulatory requirements is advantageous.
Why join Aussie Broadband?
At Aussie Broadband, we’re here to change the game and become the telco people love.
You’ll join a fast-paced, innovative environment where people are encouraged to challenge the norm, share ideas and make a real difference to our customers.
As part of the Residential Support team, you’ll have the opportunity to combine technical expertise, people leadership and customer advocacy while helping build a high-performing team and continuously improving the way we support our customers.
