Support Lead
Etrainu
etrainu is an established leader in online learning design, development, delivery and assessment founded in Australia. Our customer first approach is driving rapid growth in our SaaS products.
The Support Lead is responsible for delivering an exceptional customer support experience across helpdesk and phone channels while leading and developing a high-performing support team. This role owns the day-to-day operation of support systems, ensures service-level targets are consistently met, and acts as the escalation point for complex or high-priority issues.
The Support Lead drives continuous improvement across support processes, documentation, and reporting, using customer feedback and performance data to identify trends and root causes. They collaborate closely with Product, Engineering, and Customer Success teams to resolve issues, improve product quality, and enhance self-service resources.
As the Support Lead at etrainu you'll be responsible for;
Helpdesk & Phone Support Management
- Oversee the daily operations of the helpdesk ticketing system and phone support channels.
- Ensure all support requests are handled promptly, accurately, and with a customer-first approach.
- Monitor ticket and call queues, prioritizing urgent requests and balancing team workloads.
- Act as the escalation point for complex or high-priority support cases.
Help Desk Documentation & Knowledge Base
- Own the creation, management, and continuous improvement of customer-facing help desk documentation.
- Ensure FAQs, how-to guides, and troubleshooting articles are accurate, clear, and accessible.
- Work with Product and Customer Success teams to keep documentation updated with new features and processes.
- Track usage of self-service resources and improve content based on customer feedback and analytics.
Team Leadership & Development
- Lead, mentor, and coach the support team to deliver consistent, high-quality service.
- Set clear performance expectations and provide ongoing training and feedback.
Customer Experience & Satisfaction
- Maintain high standards of customer service across ticketing and phone interactions.
- Track and analyze support performance metrics (e.g., first response times, resolution times, call handling quality, CSAT).
- Identify recurring issues and work with Product and Engineering teams to resolve root causes.
What Will You Bring
- Experience with a minimum of 2-5 years in customer support, including some exposure to enablement, training, coaching, and development roles and organisations
- Excellent problem-solving skills, with confidence handling complex and high-priority escalations
- Experience managing helpdesk ticketing systems and phone support operations at scale
- Strong organisational skills with the ability to prioritise workloads and meet SLAs
- Clear, empathetic, and professional communication skills across written and verbal channels
- Analytical mindset with experience tracking, interpreting, and reporting on support metrics (CSAT, response times, resolution rates, call quality)
- Ability to identify recurring issues and drive root-cause analysis with cross-functional teams
- Experience creating, maintaining, and improving customer-facing help desk documentation and knowledge bases
- Strong attention to detail, ensuring accuracy and consistency across support responses and documentation
Why Join etrainu?
At etrainu, your work makes a real impact. We support purpose-driven organisations across sport, aged care, and community sectors through meaningful education.
As a growing company, there’s room to shape your role, try new ideas, and be part of something evolving. You’ll join a collaborative, no-ego team that values initiative, moves fast, and gets things done.
Additionally, etrainu provides:
- A friendly, high-performing team
- Meaningful work with global clients
- Hybrid work and flexible hours
- Opportunities to grow and lead
- A say in what we build and how we work
- Birthday leave