Quantaco - Support Team Lead

Are you a natural leader who thrives at the intersection of customer service, technical problem-solving and team development?

Quantaco is a leading Australian data-driven technology company transforming the hospitality industry. We bring together technology and expert hospitality accounting to help pubs, clubs and restaurants better understand their numbers, improve performance and run their businesses more effectively.

We're looking for an experienced Support Team Lead to join our Customer team in Sydney. This is a hands-on leadership role combining day-to-day customer support, team management and operational oversight — sitting at the heart of how we deliver an outstanding experience to our customers across the Quantaco product suite.

Reporting to the Senior Support Manager, Luke Giordimaina, you'll lead a team of five, acting as the primary escalation point for complex issues while driving team productivity, coaching your people and championing continuous improvement across processes, documentation and customer outcomes.

Why This Is Your Next Big Move

This is a role where leadership and execution go hand in hand. You'll have genuine ownership of how a high-performing support team operates — setting the standard for service quality, coaching your team to grow, and making sure customer issues are resolved efficiently and effectively. You'll work closely with the Senior Support Manager and have clear visibility into the broader business, acting as the bridge between your team, Product, Engineering and the customers who rely on Quantaco every day. If you want a role where your contribution is visible, your team looks to you for direction and your decisions genuinely improve customer outcomes, this is it.

What You'll Be Doing

As Support Team Lead, you'll be responsible for the day-to-day leadership, performance and operational effectiveness of the Support Team. Your key responsibilities include:

Customer Support & Product Advocacy

• Deliver high-quality customer support across the Quantaco product suite, acting as a Subject Matter Expert for complex and escalated issues.
• Manage and resolve support requests in line with service standards and SLAs.
• Advocate for customer needs by working closely with Product and Engineering to identify trends, resolve recurring issues and improve customer outcomes over time.
  
  

Support Operations

• Oversee ticket triage, prioritisation, assignment and escalation to ensure efficient workflow management across the team.
• Monitor support queues, team throughput and service performance — identifying bottlenecks and driving continuous improvement.
• Ensure product issues and customer-impacting incidents are effectively escalated and communicated to the right stakeholders.
• Manage and maintain Monday.com, HubSpot or equivalent ticketing systems to ensure accurate tracking and reporting of support activity.
• Work within and support delivery timelines, ensuring the team meets throughput targets and SLA commitments consistently.
  
  

Team Leadership

• Provide day-to-day leadership, guidance and support to a team of five, fostering a positive, collaborative and accountable culture.
• Drive team productivity and service quality while maintaining clear accountability for individual and team performance.
• Act as the primary escalation point for complex or sensitive customer issues.
• Support the Senior Support Manager in achieving team objectives and operational goals.
• Assume broader leadership responsibilities in the absence of the Senior Support Manager.
  
  

Coaching & Quality

• Coach, mentor and develop team members to build technical capability, improve customer service skills and lift overall support quality.
• Ensure support processes, documentation standards and quality expectations are consistently upheld across the team.
• Support onboarding, knowledge sharing and continuous learning to keep the team sharp and up to date.
  
  

Knowledge Management & Continuous Improvement

• Maintain and improve internal and customer-facing knowledge base content to keep information accurate and accessible.
• Identify and implement improvements to support processes, workflows, tooling and documentation.
• Champion initiatives that improve team efficiency, customer experience and overall support performance.
  
  

What You'll Bring To The Table

• Proven experience in a customer support leadership or team lead role, ideally within a SaaS, technology or professional services environment.
• Hands-on experience with Monday.com, HubSpot or a comparable ticketing or support platform, along with Jira and Confluence.
• Familiarity with knowledge base management and help desk documentation practices.
• Strong technical aptitude and the ability to act as a Subject Matter Expert across a multi-product suite.
• Excellent communication skills — written and verbal — with the ability to manage sensitive escalations and work effectively across internal teams.
• A natural coach and mentor who takes genuine pride in developing people and lifting team capability.
• Highly organised, with the ability to manage competing priorities, monitor team workflows and keep service standards high.
• Available to work standard support hours: 7:30am to 4:30pm.
• Experience in the hospitality, accounting or technology sectors is advantageous, but not essential. We value people who can learn a new industry quickly and apply that knowledge to deliver better outcomes for customers.
  
  

What's In It For You

Reward

A competitive salary package recognising the value you bring to the team and the seniority of the role.

Flexibility & Wellbeing

We trust you to deliver and offer flexibility to fit around your life. You'll also get your birthday off and access to wellness discounts through our benefits portal.

Family Support

Generous paid parental leave for both primary and secondary carers.

Culture

Connect with your colleagues on our fortnightly collaboration days, enjoy a social calendar and celebrate wins through peer recognition — as part of a team with a strong commitment to inclusion and belonging.

Growth

We invest in your development through study assistance, our development framework and opportunities to get involved in our Women at Quantaco initiative.

Ready to Lead Our Support Team?

Join Quantaco and play a hands-on leadership role in delivering an outstanding customer experience at a fast-growing Australian technology company transforming hospitality.

We'd love to hear from you.

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