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.
- 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.
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
Please Stay Alert to Potential Scams
We would like to remind you that eFinancialCareers is a job board and does not conduct hiring or ask for payment or any financial details as part of the job application process.
If you receive any suspicious messages claiming to be from us or a hiring company, we urge you not to click on any links and not to reply to the message itself.
Instead, please report the message to our support team at support@efinancialcareers.com.
It is advisable to always verify job offers directly with the hiring company.
About us
At Hays, we invest in lifelong partnerships that empower people and businesses to succeed. You are at the heart of everything we do. With over 50 years’ experience and a workforce of more than 10,000 people across 32 countries, we collectively put our customers, at the heart of everything we do.
Drawing on knowledge that’s unique to our scale, our commitment to understanding your needs and our ability to meaningfully innovate we are more than just a specialist recruitment business. By providing advice, insights and expertise on issues you face in today’s fast paced world of work, we’ll help you make the right decisions for tomorrow.
Looking for the right role for you?
At Hays we know that finding the right role at the right time takes careful consideration. As your lifelong career partners, we’re by your side, every step of the way.
Whether you’re seeking a new opportunity or support in navigating a career change, we bring the expertise and the connections to partner with you to help you realise your ambition.
Providing an unmatched breadth of jobs across industries and professions whilst leveraging our knowledge, employer relationships, learning opportunities and support, we can offer you roles that challenge and excite you.
Take the next step at hays.com.au
