Customer Support Team Lead

Our mission to be bold and impactful!

Join our dynamic team and play a crucial role in showcasing and supporting our cutting-edge technology. Be part of a high-performing team at the forefront of technological innovation.

How you'll contribute

Emesent is seeking an experienced Customer Support Team Lead to oversee our customer support operations guiding a high performing team dedicated to delivering exceptional customer outcomes. This role is instrumental in ensuring customer engagement and growth through the effective use of Emesent’s solutions. The ideal candidate will bring strategic vision, innovative thinking, and a hands on approach to lead a customer centric team in a fast paced and constantly evolving environment.

Here's what we need

• Thrive in a dynamic, constantly changing environment while driving customer outcomes
• Lead and manage a hybrid customer support team (onshore and offshore)
• Collaborate closely with key departments (Sales, Customer Success, Manufacturing, and Engineering) to deliver impactful customer outcomes
• Facilitate fast and effective customer support by prioritizing workloads and managing team priorities
• Oversee the support escalation process, ensuring high priority issues are addressed quickly and thoroughly
• Engage in regular communication with Emesent's regional teams in the US and Europe, discussing customer issues and broader support solutions
• Proactively build and maintain customer relationships, including regular calls with key customers and partners to discuss support topics
• Foster quality internal relationships across the organisation to improve support processes
• Be willing to support regional business needs outside of standard business hours (as required)

What It Takes to Succeed

• 5+ years of experience in a technical industry (preferably mining or infrastructure)
• Proven track record of leading support teams through successful improvements and change initiatives
• Demonstrated success in developing and implementing customer support solutions that meet customer needs and drive business results
• Strong leadership skills with proven experience
• Exceptional customer facing presentation and influencing skills
• Experience in customer relationship management with the ability to engage with both corporate and site based stakeholders
• Excellent communication skills with the ability to articulate Emesent’s value proposition to customers and prospects
• Proficiency in utilising AI tools within a customer support environment to improve efficiency

Desirable Qualifications and Skills

• Experience supporting products or services in the mining industry
• Background in surveying or GIS
• Experience deploying customer facing AI support bots
• Strong organisational and time management skills
• Keen interest in industrial innovation and technology
• Demonstrated experience in introducing and supporting advanced technological products in the market
• Tertiary qualifications in mining, surveying, engineering or a related field are advantageous

The added perks

• Work alongside a friendly and passionate team on cutting edge technology! - We know that our success and growth is a result of our motivated and inspiring teams.
• Take up our genuine learning and development opportunities.
• Access to LinkedIn Learning platform.
• Employee Assistance Program.
• Qoctor, online telehealth
• Settle into our great work environment and facilities.
• Work in comfort with a casual dress code.
• Flexible working.
• 1 full day of leave, each year for work anniversaries!