Customer Support Quality & Coaching Lead

Remote | Full-Time | Australian Healthcare Telehealth Business

About the Role

We are seeking a structured and performance-focused Customer Support Quality & Coaching Lead to oversee call quality, coaching, and performance standards within our customer support team. This is a hands-on leadership role focused on improving call quality, maintaining service standards, and coaching the team to perform at their best.

You will work closely with leadership to ensure customer interactions are professional, consistent, and aligned with company standards.

This role reports directly to the CEO.

Key Responsibilities

Call Quality & Performance
Review and score recorded calls using our AI call analysis platform
Identify patterns, training gaps and performance issues
Maintain simple weekly QA and performance reports
Coaching & Development
Provide structured coaching feedback to tea ---------- mbers
Run regular 1:1 coaching sessions
Support agents to improve communication, call structure and confidence

Service Standards
Ensure scripts, workflows and SOPs are followed
Support resolution of escalations and customer complaints
Maintain high communication standards across the support team

Experience Required
3+ years in Customer Support leadership, QA, or call centre supervision
Experience reviewing calls and coaching teams
Strong written and spoken English
Experience working with CRM or call platforms
Healthcare experience is a bonus but not essential.

Who You Are
Structured and analytical
Calm and confident giving feedback
Detail-oriented and process-driven
Comfortable working with performance metrics

To Apply -Please include:
• CV
• 2–3 minute introduction video
• Internet speed test
• Confirmation you can work Australian business hours

Applications without a video will not be reviewed.