Description

Customer Service Team Lead | Perth CBD | Full-Time Your new company
Our client is a growing technology and compliance services provider operating in the regulatory risk sector. Supporting organisations across legal, financial, property, and professional services industries, they deliver innovative solutions that help clients meet complex compliance obligations while streamlining operational processes.Driven by strong market demand and ongoing regulatory change, the business has continued to expand and is now seeking an experienced Customer Support Team Lead to oversee a customer service and compliance operations team, ensuring exceptional client outcomes, strong service delivery, and continuous improvement across the customer life cycle.

Your new role
This is an exciting opportunity for a people-focused leader who enjoys coaching teams, managing service performance, solving complex client issues, and driving operational excellence in a fast-paced environment. Key Responsibilities

• Lead, coach, and develop a customer support team, including recruitment, onboarding, training, and performance management.
• Monitor and manage service levels, response times, quality metrics, and overall customer experience.
• Act as the senior escalation point for complex customer enquiries and service issues.
• Oversee ticket management, phone and email support, and customer onboarding activities.
• Build and maintain strong client relationships while identifying opportunities to improve retention and service delivery.
• Ensure compliance and quality standards are maintained across customer support processes.
• Develop and improve procedures, knowledge base resources, reporting, and operational workflows.
• Collaborate with internal stakeholders to support product enhancements and process improvements.

What you'll need to succeed

Proven experience leading a customer service, client support, service delivery, or operations team.

Strong people leadership skills with experience coaching and developing staff.

Exceptional communication and stakeholder management abilities.

Ability to manage competing priorities, meet deadlines, and maintain attention to detail.

Experience working with CRM systems, customer support platforms, and reporting tools.

Proactive, solutions-focused, and comfortable operating in a fast-paced environment.

Desirable Experience

• Experience within compliance, financial services, legal services, technology, SaaS, or other regulated industries.
• Exposure to AML, KYC, risk, compliance, or governance environments.
• Experience with HubSpot or similar CRM platforms.

What you'll get in return

Opportunity to lead and shape a growing team.

Varied roles combining leadership, customer service, operations, and process improvement.

Collaborative and supportive team environment.

Competitive salary package and long-term career development opportunities.

What you need to do now
If you arepassionate about this role, click 'apply now'. If this role isn't quiteright but you want to find out more about other opportunities, contact KelseyWest at Hays on 08 9254 4583 or email kelsey.west@hays.com.au
Know someone great for the role ? Refer a friend and get $200 if they get the job! T&C's https://hays.referralrock.com/v2/1/register
At Hays, we valuediversity and are passionate about placing people in a role where they canflourish and succeed. We actively encourage people from diverse backgrounds toapply.
#3010156