ABOUT THE ROLE

As part of our continued growth in the APAC region, we are seeking a dedicated and experienced Support Team Lead to oversee our Melbourne-based support team. This role is pivotal in ensuring high-quality service delivery to our customers and partners across APAC, while also contributing to the global support strategy.
You will lead a team of skilled support professionals, collaborate with global peers, and drive continuous improvement in support processes and outcomes.

KEY RESPONSIBILITIES

• Act as the line manager for the APAC Support team based in Melbourne.
• Drive team performance, quality, and adherence to SLAs and KPIs.
• Ensure consistent application of RELEX Support processes and best practices.
• Identify and remove operational blockers and manage cross-functional dependencies.
• Lead recruitment, onboarding, and retention efforts for the APAC support team.
• Coordinate with global support leads to align on strategy and process improvements.
• Serve as the Major Incident Manager during APAC business hours.
• Represent the APAC Support team in internal and external stakeholder engagements.