CX Operations Team Leader

Vor 5 Tagen

Council of the City of Sydney, Österreich CoStar Group, Inc. Vollzeit

CX Operations Team Leader - Domain Job Description Overview As a Customer Support Team Leader you’ll split your time between leading our frontline team (main focus), whilst also helping customers and keeping your knowledge sharp. You’ll be an important pillar of customer and technical support for our property listings platforms through to our data‑driven Agent solutions, while building a fun and collaborative culture and supporting the team to achieve their KPIs through 1‑on‑1s, running team incentives and engagement activities and being an expert in our products. Typical Day / Responsibilities Be a trusted partner: go‑to technical wizard for Real Estate agents – solving problems, championing their accounts, and helping them get the absolute best from our industry‑leading portals. Master the art of connection: expertly manage inbound enquiries across phone, live chat, and email – and guide the team to do the same with confidence. Drive customer love: become a true product guru, empowering clients to unlock full platform potential while coaching your team to deliver consistently exceptional support. Lead the way: balance hands‑on queue work with leading the team – monitoring workloads, keeping an eye on contact volumes, making smart resourcing decisions, and jumping in to help meet service levels. Grow future stars: mentor and coach the team to hit performance benchmarks, deliver onboarding and training for new joiners, and use our QA framework to help everyone level up. Tackle the tricky stuff: resolve complex Level 2 enquiries, escalations, and complaints with calm expertise, and support your team through theirs. Energise the crew: support incentives, competitions, and team activities that keep them motivated, recognised, and loving what they do. Ideal Person / Qualifications Previous experience in fast‑paced customer service / tech support roles at a Team Leader level. Passionate about delivering great customer experience. Excellent problem‑solving and conflict resolution skills with an enthusiastic, positive approach. Resilient and empathic in nature. A high level of confidentiality. Experience supporting tech platforms within the SaaS industry (preferred). Contact centre experience (highly preferred). Experience in support roles for Real Estate, PropTech, Online Sales or Advertising Sales. Why Join Us Work from home flexibility – 3 days in the office per week. Up to 20 weeks paid parental leave for primary carers. Work from overseas once per year. Leadership development programmes, LinkedIn Learning and more. Regular social events including our famous Innovation Days and annual BBQ. Equal Employment Opportunity Statement CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug‑free workplace and perform pre‑employment substance abuse testing. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. CoStar Group is committed to compliance with all fair employment practices regarding citizenship and immigration status, and to providing reasonable accommodations for qualified individuals with disabilities or as a disabled veteran. #J-18808-Ljbffr

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