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Customer Support Team Lead

Melbourne, VIC

‍Melbourne, VIC, Australia

This is a hands-on leadership role. You'll lead and develop our Customer Support Specialists while working alongside them – taking on complex escalations, stepping in when volumes peak, and setting the standard for great service through your own customer interactions. Alongside the frontline, you'll own service quality and performance, and build the systems, processes and standards that help us deliver an exceptional, repeatable customer experience as we grow.

What you’ll do day-to-day

  • Lead, coach and develop a team of Customer Support Specialists through regular coaching, ticket and call reviews, and clear performance expectations.
  • Own team performance across SLAs, response and resolution times, backlog, CSAT, quality and contact volumes.
  • Plan team capacity across phone and digital channels, making sure we have the right coverage as demand changes.
  • Set and maintain Archa’s customer support standards, including tone of voice, quality frameworks, scorecards and calibration.
  • Own the knowledge base, macros, templates and SOPs to ensure customers receive accurate, consistent and high-quality support.
  • Act as the escalation point for complex customer issues, complaints and disputes, working closely with Risk & Compliance where required.
  • Use customer and support data to identify trends, root causes and opportunities to improve the customer experience.
  • Lead the rollout of new systems, tools and processes, from identifying the problem through to implementation, training and adoption.
  • Partner with Product, Operations, Credit and Risk to bring the voice of the customer into business decisions and resolve recurring customer pain points.
  • Report regularly to the Head of Operations, providing clear insights and actions rather than just numbers.
  • Help shape the future direction of Customer Support at Archa, building a function that is scalable, efficient and consistently delivers a great customer experience.

What we’re looking for

  • 2+ years’ experience leading or managing a customer support or service team, including direct people management.
  • Proven experience owning SLAs, KPIs and service performance, with examples of how you’ve improved them.
  • Experience developing quality assurance frameworks and setting customer communication or tone-of-voice standards.
  • Strong analytical skills, with the ability to turn support data into clear insights and actions for senior stakeholders.
  • Experience implementing a new system, process or workflow, such as a helpdesk, CRM, knowledge base or telephony platform.
  • Excellent written and verbal communication skills, with confidence handling difficult customer conversations and escalations.
  • A strong understanding of what great customer support looks like, with the drive to build and continuously improve it.
  • Comfortable working hands-on — you’re happy to jump into the queue and support the team when volumes are high.
  • Resilient, adaptable and resourceful: You thrive in a startup environment, embrace change and can find practical solutions when things don’t go to plan.
  • Driven by ownership and continuous improvement: You take responsibility for outcomes, look beyond the immediate problem and are always thinking about how we can work better.

Nice to have

  • Experience in fintech, payments, lending or another regulated financial services environment.
  • Familiarity with complaints handling, internal dispute resolution, hardship and supporting vulnerable customers.
  • Experience with helpdesk, CRM and issue-tracking systems.
  • Experience working in a fast-growing startup or scale-up.

Why this is an amazing opportunity

You’ll be joining a hard-working, collaborative and multi-skilled team committed to diversity, inclusion and challenging the status quo. This is an opportunity to have a genuine impact on how Customer Support operates at Archa, while helping build the function, systems and culture that will support our next stage of growth.

Archa is redesigning how companies use financial systems to grow their businesses and empower their teams. We’re disrupting the outdated corporate credit card model with an all-in-one corporate card and spend management platform that gives businesses complete visibility and control over their spend.

Businesses can onboard in minutes, issue physical and virtual cards instantly, set real-time spend controls, automate receipt capture and reconciliation, and connect natively with Xero, MYOB and Concur. We serve everyone from small businesses through to mid-market and enterprise organisations, and were named on the AFR Fast Starters list in 2025.

How to apply

If this sounds like a great fit and you’d like to have an informal chat, we’d love to hear from you.

Tell us a little about yourself, why you’re interested in Archa, and what makes you a great fit for the role.

Send your resume to jobs@archa.com.au, along with a short covering paragraph outlining your experience, why you’re interested in the role, and your availability.

We’d also love to hear about anything else that makes you you — whether that’s a personal project, side hustle, interesting hobby or something you’re working on outside of work.

Your application will go directly to our in-house recruiter. We look forward to hearing from you!

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