Client Services Team Lead

Role Overview Client Services Team Leads at Stake are primarily responsible for ensuring that all Stake customers receive the best possible customer support experience. Client Services Team Leads are the driving force behind the day to day management of the Sydney-based and offshore support team. They have a strong focus on driving excellent customer outcomes through strong leadership and team management, act as a customer advocate and champion, uphold the highest standards of adherence to regulations and compliance standards whilst managing and mitigating risk and consistently working to improve overall operational efficiency and performance. Key Responsibilities Line managing the Stake Super Client Success Team in Sydney; Ensuring great communication across the CS team globally and the broader business with regards to new Stake Super CS related processes, products and features updates, and other requests from customers; Understanding, diagnosing and proposing the best approach in dealing with customer escalations, whilst championing of internal policies and processes; Handling of high level complaints in a professional manner ensuring a fair and timely resolution in accordance with company policies and regulatory requirements; Ensuring diligent daily management of the team, based on ticket volumes, team headcount and time-off, project commitments, and any other relevant factors; Energising the team to drive high quality standards and speed in serving customers at all times meeting set KPIs and SLAs such as CSAT; Maintaining in-depth knowledge of upcoming product releases to support the team with escalations and constant upskilling; Running regular team WIPs and having regular 1:1s with team members; Conducting quality assurance of seniors and overseeing and calibrating quality assurance of juniors; Reviewing the team’s progression on OKRs, sharing regular feedback and leading career development conversations; Advocate for the customer's voice within the company, influencing product roadmaps and service offerings to better meet their needs; Defining and upholding a rigorous documentation approach for our evolving processes and knowledge base; Analyse complaint trends to identify systemic issues and recommend improvements to processes, products, or services; Celebrate team achievements and recognise individual contributions, reinforcing a culture of excellence and appreciation. From time to time, Client Services Team Leads may also be responsible for: Staff forecasting, hiring duties, and inductions for new starters; Adhoc staff planning and scheduling to ensure coverage during company and team events, public holidays, and office closures; Producing and presenting department reports (e.g. customer feedback reports, team performance reports, etc). Adhoc jumping on customer communication (tickets and calls) to assist the CS team at times of low resourcing due to leave or other factors Required Skills and Competencies: Customer Relationship Management: Proven ability to build and maintain strong customer relationships, with a customer-first mindset embedded in every team interaction and process decision. Coaching & People Development: Demonstrated ability to coach, mentor, and develop team members through structured 1:1s, QA calibration, and ongoing performance conversations. Metrics & Performance Ownership: Comfortable owning team KPIs end-to-end — including CSAT, first response time, resolution time, and reopen rates — with the ability to identify root causes and drive improvement. Escalation Judgement: Strong situational awareness to triage and handle complex or sensitive customer escalations, knowing when to resolve directly and when to escalate further. Added to Experience & Qualifications: At least 2 years in a team lead, or people management capacity within a customer-facing function. Hands-on experience with CRM or ticketing platforms (e.g. Zendesk, Salesforce Service Cloud) at an operational level — including workflow configuration, reporting, and quality assurance. Track record of improving customer satisfaction metrics or operational efficiency within a CS or support environment.