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About the Role

Lead the performance and day-to-day operations of Tyro's core Customer Support team, while driving the strategy, culture, and continuous improvement of the service environment. Build a high-performing, engaged team that consistently delivers an exceptional customer experience.

Responsibilities

Embed service differentiating initiatives to enable scale across other Customer Support teams.
Focus on driving key indicators: TCPH, ABN, GOS, AHT, CSat, FCR, Occupancy, Adherence, and employee engagement.
Deliver an authentic customer experience by reducing or eliminating non-value-add calls.
Constantly review digital capabilities to enhance efficiency and customer experience.
Engage in workforce planning to understand future work capacity and subsequent recruiting needs.
Establish a scalable operating model through delivering a sustainable cross-skilling capability and building contingencies.
Work with the ‘Head-of’ to on-board new telephone technology and establish a multi-channel experience for merchants.
Roll out and embed key performance indicators for frontline and leaders to drive performance, quality, Tyro Values, and customer experience.
Ensure effective and consistent communication throughout the team, encouraging feedback and customer insight.
Identify, develop, and implement opportunities to improve customer service performance.
Build a transparent environment through individual digital profiling.
Reduce silo mentality across ‘Customer’ by establishing outstanding innovative stakeholder partnerships.
Build and maintain effective internal and external stakeholder relationships.
Work with WFM to develop reporting that produces actionable insights for upper management and frontline leaders.
Provide operational leadership with a hands-on approach.
Manage team performance standards through daily, weekly, monthly, and quarterly reporting and analysis.
Implement ongoing enhancements of KPIs as an accurate measure of performance.
Manage business unit financials and budget planning, including FTE plans, ensuring costs are managed within approved budgets.
Provide people leadership, training, and development.
Recruit, retain, manage, and motivate staff in line with approved headcounts and objectives.
Coach, mentor, and develop a high-performing team by driving Tyro’s culture and desired behaviours.
Continue to establish a high-performing leadership team to embed a best-in-industry customer experience.
Manage the impact of change across the Customer Support team to ensure minimal customer impact.
Establish cross-sell capability through a customer education mindset.
Ensure day-to-day compliance requirements are met as per Tyro’s guidelines, with emphasis on protecting sensitive customer information.
Develop appropriate processes and controls to minimize Tyro’s overall risk.
Develop and deliver process and operational improvement initiatives as outlined in audit reports.
Provide highly participative and innovative thought leadership within Tyro.
Engage, consult, and create strong business relationships to drive tangible business outcomes.
Constructively promote Tyro values, ensuring respectful treatment of team members and peers, recognition of diversity, and appropriate recognition of team and individual performance to over-achieve operational plans.

Requirements

Proven experience leading and managing high-performing Customer Support teams in a fast-paced, high-volume contact centre environment.
Strong people leadership skills with a track record of coaching, developing, and motivating teams and leaders to deliver exceptional customer experiences.
Solid understanding of contact centre operations, workforce management, and performance metrics (CSAT, FCR, AHT, occupancy, adherence).
Experience driving operational improvements, streamlining processes, and implementing initiatives that improve efficiency, productivity, and customer satisfaction.
Strategic mindset combined with a hands-on leadership approach, balancing day-to-day operational priorities with longer-term business objectives.
Experience managing workforce capacity, resource planning, budgets, and headcount to support business performance and growth.
Confidence using data, reporting, and performance insights to identify opportunities, make informed decisions, and drive continuous improvement.
Experience implementing new technologies, digital tools, or multichannel support solutions.
Strong stakeholder management and communication skills, with the ability to collaborate across teams, influence outcomes, and drive positive change.
A people-first leadership style with a passion for building an inclusive, engaged, and high-performing team culture.
Sound understanding of operational risk, compliance, and customer data protection within a customer service environment.
Adaptability and resilience, with the ability to lead teams through change while maintaining service quality and employee engagement.

Skills

Customer Support
Team Leadership
Performance Management
Operational Improvement
Process Streamlining
Workforce Management
Data Analysis
Stakeholder Management
Communication
Risk Management
Compliance
Customer Data Protection

Location

Australia

Work Type

Hybrid
Full-time

Experience Level

Manager

Benefits

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
Learning and career development opportunities

About the Company

Tyro provides integrated payments, banking, and lending solutions to Australian businesses.
With over 21 years of experience, Tyro combines people, technology, and partners to deliver simplified payments and seamless business banking.
Tyro powers over 76,000 merchants and works with almost 800 partners across hospitality, retail, services, and health sectors.
Tyro is committed to the success of its people, offering support for employees to do their best work.
Tyro is a fast-paced and innovative company that values greatness, continuous learning, customer focus, integrity, and teamwork.
Tyro offers opportunities for career growth and the chance to make a significant impact.
Tyro's mission is to simplify payments and make them the easiest part of doing business.

Equal Opportunity

Tyro is committed to a diverse, inclusive workplace where everyone thrives.
Tyro welcomes applicants of all backgrounds and is an equal opportunity employer.
Tyro provides accommodations or adjustments at any stage of the recruitment process upon request.