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About the Role
The Afternoon & Weekend Customer Support Supervisor provides operational leadership for Customer Support during afternoon, evening, and weekend periods, supporting customers across Tyro’s EFTPOS, eCommerce, Banking, ISO relationships, and Health products. This role acts as a key escalation point, providing guidance, coordinating workloads, managing escalations, and ensuring high-quality customer experience outside core weekday hours. A key focus is leading the Customer Support response to Major Incidents.
Responsibilities
- Provide operational supervision and leadership across Customer Support during afternoon, evening, and weekend operating periods.
- Act as the primary point of escalation for Customer Support Specialists during rostered hours, providing guidance and supporting effective decision-making.
- Monitor customer demand, service levels, queues, and operational performance, taking appropriate action to maintain service standards.
- Coordinate workload and priorities across available Customer Support Specialists to respond to changing customer demand and operational requirements.
- Take ownership of complex or sensitive customer escalations and coordinate appropriate outcomes.
- Lead and coordinate the Customer Support response to Major Incidents (MIM) occurring during rostered hours.
- Assess incidents and ensure the appropriate MIM and escalation processes are initiated in a timely manner.
- Coordinate with Technology, Operations, Product, Risk, and other relevant stakeholders during major incidents.
- Ensure timely, accurate, and consistent communication is provided to the Customer Support team and relevant stakeholders throughout an incident.
- Maintain appropriate incident documentation, timelines, actions, and updates in accordance with Tyro's Major Incident Management processes.
- Ensure effective escalation and handover of ongoing major incidents where resolution extends beyond the Supervisor's rostered hours.
- Support post-incident reviews and contribute to identifying opportunities to improve incident response, processes, and customer outcomes.
- Identify emerging customer, operational, or service issues and escalate risks or trends to the Customer Support Manager and relevant stakeholders.
- Ensure Customer Support processes, policies, and procedures are consistently followed during rostered periods.
- Provide guidance and on-the-job support to Customer Support Specialists where required, without formal people-management responsibility.
- Support business continuity and operational readiness during weekends, public holidays, and periods of reduced corporate coverage.
- Maintain clear and effective handovers with the Customer Support Manager and other operational leaders, highlighting incidents, escalations, risks, and outstanding actions.
- Work closely with the Customer Support Manager to identify and implement opportunities to improve customer experience, operational effectiveness, and team capability.
Requirements
- Demonstrated experience in a senior Customer Support, operations, service desk, or supervisory role.
- Experience providing operational leadership or acting as an escalation point, without necessarily having formal people-management responsibility.
- Strong incident management and problem-solving capability, with experience managing high-priority or business-critical issues highly regarded.
- Ability to remain calm, organised, and decisive when managing incidents, escalations, or periods of high customer demand.
- Excellent time management, prioritisation, and organisational skills.
- Call Centre/Contact Centre experience, preferably within payments, Banking/Finance, Retail, Hospitality, or another customer-focused environment.
- Strong customer needs analysis and problem-solving capability.
- Excellent verbal and written communication skills, including the ability to communicate clearly with both frontline teams and senior stakeholders during incidents.
- Excellent troubleshooting skills across both technical and service-related issues.
- Strong stakeholder-management skills and the confidence to coordinate cross-functional teams during operational incidents.
- Ability to work independently and make sound operational decisions during periods where broader leadership teams may have reduced availability.
- Flexibility and commitment to working the Wednesday–Sunday roster, including afternoon, evening, and weekend coverage.
Skills
- Incident management
- Problem-solving
- Time management
- Prioritisation
- Organisational skills
- Customer needs analysis
- Troubleshooting
- Stakeholder management
Location
- Remote
Work Type
- Hybrid
- Full-time
Experience Level
- Senior
- Supervisory
Benefits
- Learning and career development opportunities
- 18 weeks paid primary carers leave
- 12 weeks paid secondary carers leave
- Annual team-based volunteer day
- Birthday Leave
- Power Up Day (Additional day of leave)
- Weekly team social events, snacks, craft beer and wine, ping pong and video games
- Taco Tuesdays
- Mental health and wellness initiatives
- Novated leasing
About the Company
- Tyro provides integrated payments, banking, and lending solutions to ensure Australian business success.
- With over 21 years of experience, Tyro combines people, technology, and partners to deliver simplified payments and seamless business banking.
- Tyro powers more than 76,000 merchants across Australia and works with almost 800 partners.
- The company serves hospitality, retail, services, and health providers.
- Tyro is committed to the success of its people, offering support for professional growth in a collaborative, fast-paced, and innovative environment.
- Tyro's values include committing to greatness, staying hungry, wowing the customer, being good, and winning together.
Equal Opportunity
- Tyro is committed to a diverse, inclusive workplace where everyone thrives.
- We welcome applicants of all backgrounds and are an equal opportunity employer.
- If you need accommodations or adjustments at any stage of the recruitment process, simply inform our Talent team during your conversation with them.