Team Leader - Customer Operations

Reporting to the Customer Operations Manager (based in Australia), the Country Operations Lead is responsible for leading the local support team, driving day-to-day customer support operations, and ensuring high service standards for Storman Software globally. Acting as the local operational leader, this role will coach and manage a small team of direct reports while collaborating with Australian leadership to build scalable processes, standard operating procedures, and support frameworks that prepare Storman for further expansion into the UK and European markets. Drive customer satisfaction and service excellence across all touchpoints, identifying systemic product improvements to elevate the customer experience globally. Build and maintain strong client and partner relationships, acting as the trusted senior operational point of contact and escalation owner for key accounts. Provide advanced tier‑2/tier‑3 technical support to users and administrators across phone, case management, instant chat, and web conferencing-analysing log files and delivering expert resolution guidance. Oversee methodical investigation and resolution workflows for complex technical queries and software issues reported by customers and partners. Manage customer support queues and team workload distribution, prioritizing critical escalations and coordinating cross‑functionally with development, product, and Customer Support Specialists. Oversee system configuration standards and customer onboarding workflows, ensuring best‑practice deployment and user adoption. Lead complex problem‑solving and root‑cause analysis on persistent technical issues, establishing troubleshooting standards to drive team‑wide first‑contact resolution rates. Monitor and uphold operational performance, ensuring team enquiries meet established response timeframes, Customer Satisfaction (CSAT) benchmarks, and Service Level Agreements (SLAs). Direct the enhancement of the internal technical knowledge base and lead the development of customer‑facing self‑help resources to support international user self‑service. Lead, coach, and mentor direct reports, conducting regular 1‑on‑1s, driving capability development, and fostering efficient, collaborative support practices. Coordinate pilot and regression testing in pre‑release environments to verify application behaviour, collaborating with product teams on release readiness and local deployment. Continuously evaluate and optimise operational processes, establishing Standard Operating Procedures (SOPs) that scale seamlessly across UK and European time zones. Effectively engage and align with regional stakeholders, executive leadership, users, and third‑party vendors to resolve complex system issues and align operational priorities with the Australian‑based Operations Manager. Collaborate cross‑functionally to advance strategic growth initiatives, leading operational project deliverables while supporting broader team objectives; and Champion organisational governance, compliance, and information security standards, ensuring regional operations strictly align with company policies and local regulatory requirements. Other duties as reasonably requested by Storman. Minimum 5+ years of customer operations or technical support experience, with 1‑2 years in a team lead, supervisory, or senior mentor capacity within a SaaS or software‑centric environment. Leadership Skills - Proven experience managing small teams, monitoring queue performance, and coaching individuals to meet performance targets. Operational Readiness - Demonstrated ability to document procedures, streamline support workflows, and assist in scaling operations across multiple time zones or regions (experience with UK/Europe markets is highly regarded). Problem‑Solving