Customer Service & Technical Support Team Lead

Customer Service & Technical Support Team Lead

Location: Irvine, CA (Onsite)

Salary: $90-95K base + $6k health allowance

Start Date: Immediate / ASAP

Initial Training: Two weeks onsite in Australia

Working Model: Full-time, onsite in Irvine

WOW Recruitment is partnering with a globally recognised innovator in the heating products sector to find a highly capable and hands‑on Team Lead to champion their global after‑sales and technical support operations.

This is a pivotal, newly created role perfect for a resilient and process‑driven leader ready to drive standardisation and excellence across a multinational team.

• Lead a global team across the US, Australia, and EU.
• Pioneer the establishment of standardised, best‑practice CS processes across regions.
• Work for a company that values Accountability, Performance, and Customer Focus.
• Direct exposure and reporting line to the Chief Operating Officer (COO).
• High‑impact role where 70% of your time is spent in hands‑on transactional activities (calls, case management, troubleshooting).
• Clear success metrics focused on First‑Time Resolution and timely case replies.

You will be a key leader, ensuring a seamless and consistently high level of service is delivered to global B2B and end‑user customers.

• Hands‑On Leadership
  :
  Serve as a system super‑user and model behaviour by spending 60‑70% of your time actively managing cases, taking customer calls, and acting as the final point of escalation.
• Process Standardisation
  :
  Enforce process adherence and standardisation globally, including driving the adoption of a unified technical email queue and consistent use of Microsoft Dynamics for case management.
• Team Management
  :
  Manage a team of 7–8 direct reports, providing coaching, development, and coordinating global workflows to ensure consistent support across time zones.
• Internal Conduit
  :
  Act as the crucial link between customers and internal teams (Engineering, Supply Chain), escalating systemic issues and advocating for permanent fixes rather than accepting broken processes.

The ideal candidate will thrive in a high‑pressure, change‑oriented environment and demonstrate exceptional process discipline and persistence.

• Background
  :
  Proven after‑sales and service experience within an inventory‑based business (ideally physical goods/technical products).
• Technical Acumen
  :
  Comfortable with technical product interactions and troubleshooting, though an engineering degree is not required. You must be technically capable, with a strong understanding of technical processes.
• System Experience
  :
  Comfortable and experienced in handling customer phone calls and escalation calls. Experience using CRM/ERP systems is essential, with a strong preference for Microsoft Dynamics CE and Navision.
• Leadership Style
  : A hands‑on, approachable leader comfortable managing and coaching technicians/engineers who may initially resist change.
• Key Competencies
  :
  Must excel in Change Management, Resource Management, Motivating & Engaging Others, and Taking Action.

Interested in leading global service transformation?

Apply now or contact Louise at WOW Recruitment for a confidential discussion.

Mid‑Senior level

Full‑time

Customer Service, Supply Chain, and Management

Wholesale Hardware, Plumbing, Heating Equipment