Website:
hrlogix.com.au
Job details:
Customer Support Team Leader
Location: India – Remote / Work from Home
Employment Type: Full-Time
Operations: 24/7 Transport & Logistics Operations
Roster: Rotating shifts, including weekends and public holidays
About Wobbi Logix
Wobbi Logix is a growing Australian-owned transport and logistics company providing reliable, technology-driven logistics solutions across Australia.
Our operations run 24 hours a day, 7 days a week, and our offshore Customer Support team plays an important role in supporting our customers, drivers, carriers and Australian operations team.
We are looking for an experienced Customer Support Team Leader based in India to lead our offshore support team and ensure a consistently high standard of service across all shifts.
The Opportunity
This is a hands-on leadership role for someone who has experience managing customer support or operations teams and knows how to keep people motivated, accountable and focused in a fast-paced environment.
We are looking for a leader with a positive, can-do attitude who doesn't simply identify problems but takes ownership and works with the team to find solutions.
As we operate 24/7, flexibility is essential. You must be comfortable working across different shifts when required and supporting a team operating across days, evenings, nights, weekends and public holidays.
Key Responsibilities
- Lead and manage the offshore Customer Support team
- Manage daily team activities, workload and shift coverage across our 24/7 operation.
- Prepare and coordinate team rosters to maintain appropriate coverage.
- Conduct effective shift handovers and ensure outstanding issues are followed through.
- Monitor team attendance, punctuality, productivity and overall performance.
- Set clear expectations and hold team members accountable for their responsibilities.
- Coach, mentor and develop team members through regular feedback and performance discussions.
- Monitor the quality of customer communication, calls, emails and operational updates.
- Act as the first escalation point for customer, driver, carrier and operational issues.
- Support the team in resolving transport delays, booking issues and other time-sensitive operational matters.
- Ensure urgent issues are escalated to Australian management promptly.
- Maintain clear communication between the support team and operations team.
- Ensure accurate information is entered into company systems and operational records.
- Identify recurring problems and recommend practical improvements.
- Assist with training and onboarding new Customer Support team members.
- Maintain a professional, respectful and positive team environment.
- Step in and support the team during busy periods, staff shortages or operational disruptions.
- Provide regular updates to management on team performance, challenges and areas for improvement.
About You
To be successful in this role, you should have:
- Previous experience as a Team Leader, Supervisor or Manager within customer service, customer support, operations or a similar environment.
- Proven experience managing and motivating a team.
- Experience managing remote or offshore teams is highly desirable.
- Strong leadership and people-management skills.
- Excellent spoken and written English communication skills.
- A positive and professional can-do attitude.
- Strong problem-solving and decision-making abilities.
- Ability to remain calm and make decisions in time-sensitive situations.
- Strong attention to detail.
- Ability to multitask and prioritise competing operational requirements.
- Confidence managing performance, attendance and accountability.
- Good computer and technology skills.
- Experience within transport, logistics, supply chain or Australian operations will be highly regarded.
- Experience working with Australian, UK, US or other international customers is advantageous.
24/7 Roster Flexibility
This position supports an Australian business operating 24 hours a day, 7 days a week.
You must be flexible with your availability and comfortable working a rotating roster based on business requirements.
This may include:
- Day, evening or night shifts
- Weekends
- Australian public holidays
- Additional coverage during staff shortages or peak operational periods
Roster flexibility is an essential requirement of this position.
What We're Looking For
We want someone who genuinely enjoys leading people and taking responsibility.
You should be the type of leader who:
- Leads by example.
- Takes ownership rather than waiting for someone else to solve the problem.
- Supports the team when operations become challenging.
- Holds team members accountable while helping them improve.
- Communicates clearly and professionally.
- Maintains a positive attitude under pressure.
- Is reliable and available when the team needs leadership.
- Notices problems before they become bigger issues.
- Looks for better ways of working.
- Understands that strong customer support requires both speed and attention to detail.
Why Join Wobbi Logix?
- Full-time opportunity with a growing Australian logistics company.
- Work remotely from India.
- Lead and develop an established offshore Customer Support team.
- Work closely with Australian management and operations.
- Opportunity to make a genuine impact on how the support function operates.
- Career development opportunities as the business continues to grow.
- Supportive environment where initiative and new ideas are encouraged.
Apply Now
If you have experience leading customer support or operational teams, have a positive can-do attitude, and are comfortable working within a 24/7 rostered environment, we'd like to hear from you.
Please apply with your updated resume outlining your team leadership, customer support and people-management experience.
Click on Apply to know more.