Customer Support Team Leader

Who are we?

At ECL Group, we enable the connections that keep New Zealand moving. As New Zealand's oldest, most trusted infrastructure services business, we've been supporting critical infrastructure since 1957. With more than 250 employees across 19 locations nationwide, we install, maintain, protect and repair the systems that keep New Zealand connected. From fuel infrastructure and payment technologies to EV charging solutions and essential business systems, our teams work behind the scenes to keep some of New Zealand's most recognised brands operating every day, including Z Energy, BP, Exxon Mobil, Foodstuffs, Woolworths, G.A.S. and NZ Post.

Our Customer Support teams provide support to customers throughout New Zealand, delivering critical services in a fast-paced 24/7 environment. We're now looking for an experienced Customer Support Team Lead to lead our frontline support team and help deliver exceptional service to our customers.

What's so exciting about this role?

This is an opportunity to step into a people leadership role where you'll make a real impact on team performance, customer experience, and operational excellence.

Reporting to the Head of Digital Delivery, you'll lead the Customer Support team, providing coaching, guidance, and support while ensuring service levels are consistently achieved. You'll play a key role in maintaining smooth day-to-day operations across a 24/7 support environment, managing escalations, monitoring performance, and supporting the ongoing development of your team.

Key Responsibilities

As the Customer Support Team Lead, you will:

• Lead, coach and develop the Customer Support team.
• Conduct regular 1:1s, performance reviews and quality monitoring activities.
• Monitor service delivery and ensure customer SLAs are consistently achieved.
• Manage shift coverage, workforce planning and roster adherence.
• Act as the first point of escalation for customer issues and complaints.
• Drive a positive, high-performing team culture aligned with ECL's values.
• Monitor operational performance and identify opportunities for improvement.
• Work closely with other Team Leads and stakeholders to ensure seamless service delivery across all shifts.
• Provide reporting, insights and recommendations to support business performance.
• Champion health, safety, wellbeing and environmental commitments across your team.
  

About You

We're looking for a motivated and capable leader who thrives in a fast-paced customer support environment.

To be successful in this role, you'll bring:

• Previous experience leading or supervising teams within a customer support, contact centre or technical support environment.
• Experience working within a 24/7 operational environment.
  
• A proven track record of coaching and developing high-performing teams.
  
• Strong customer service skills and the ability to professionally handle escalations.
  
• Excellent communication and relationship-building abilities.
  
• Exceptional organisational, rostering and time management skills.
  
• The ability to remain calm under pressure and make sound decisions.
  
• Experience working with ticketing systems, call monitoring tools and Microsoft 365.
  
• A proactive, solutions-focused mindset with a genuine passion for customer service.
• Experience with ITIL practices or an ITIL Foundation certification would be advantageous.

Why Join ECL?

At ECL, we're committed to creating an environment where our people can succeed and grow.

In return, we offer:

• A supportive and collaborative team culture.
  
• The opportunity to lead a large and impactful customer support team.
  
• Ongoing professional development and leadership growth opportunities.
  
• Exposure to critical technology solutions supporting customers nationwide.
  
• A stable, growing business with a strong reputation and national footprint.
  
• The chance to be part of a company that values safety, innovation, customer focus and operational excellence.
  

Our Values

Our people live our values every day:

Always Safe
One Team
Customer Driven
Empowered to Think New
Rock Solid Delivery

If you're an experienced people leader who enjoys developing teams, improving customer experiences, and delivering operational excellence, we'd love to hear from you.

Applications will be reviewed as they are received, and the position may be filled before the closing date if the right candidate is identified.

Apply now and help keep New Zealand connected with ECL Group.