Lead Technical Support - Global

AI-Media (AIM: ASX) was established in Australia in 2003 and has successfully expanded globally to become a leading provider of AI-powered captioning, transcription and translation audio description services, combining automated and human services with industry-leading delivery technology. AI-Media is one of the largest AI-powered captioning providers, and through its products, AI-Media helps organisations deliver accessible, multilingual content across platforms and audiences, such as education, corporate, broadcast and government sector, with a growing footprint in global markets.

At AI-Media, we uphold innovation, integrity, and excellence by designing accessible solutions, acting with honesty and accountability, and continually striving to deliver quality and service.

We have a global footprint, with employees and partners located in the US, the UK, Canada, Australia, and Asia. We are proudly committed to fostering a team that represents an inclusive, diverse, barrier-free, and accessible environment. We believe that through diversity and inclusion, we achieve overall success. If you have been contacted for an interview and require accommodation to participate in the recruitment and selection process, please advise and we will work with you to meet your needs.

Together, let's make the world’s content accessible – to everyone!

Are you looking for a dynamic opportunity with a fast-growing, ASX-listed, global company? AI-Media (ASX:

AIM) is currently on the hunt for a Lead Technical Support - Global who is eager to add value to a purpose driven company! This role can be performed on a hybrid basis.

The Lead Technical Support leads and oversees the Technical Support function, ensuring high-quality service delivery to internal users and customers. This role is responsible for managing the support team, overseeing service operations, driving continuous improvement, and acting as an escalation point for complex technical and customer issues.

In this role, you’ll:

• Lead, manage, and motivate a globally distributed Technical Support team, including coaching, performance management, development, and workload planning.
• Oversee and ensure timely response to service requests and incidents, escalating to appropriate teams where required.
• Act as an escalation point for key customers, high-priority escalations and restoring customer sentiment.
• Ensure clear, professional, and consistent communication with all internal and external stakeholders.
• Monitor, review, and report on service requests, incidents, SLAs, and support metrics.
• Establish and continuously improve support processes, documentation, and workflows.
• Oversee onboarding support for new staff and customers to ensure a smooth and positive experience.
• Partner with Product, Engineering, Sales, and other teams to identify, reproduce, and resolve product defects.
• Advocate for end users and customers in technology projects and system improvements.
• Provide reporting, insights, and recommendations to leadership.
• Drive initiatives to improve the end‑user experience through proactive technology and service improvements.
• Promote a culture of accountability, continuous improvement, and customer‑first thinking within the support team.
• Effectively building collaborative relationships with colleagues and business stakeholders
• Etc.
• The ideal candidate would have 15+ years of experience building and running high‑performance teams within a technology (ideally SaaS) company.
• Familiarity with 24×7 “follow‑the‑sun” operations. Outstanding communication and planning skills, able to clearly explain and present ideas
• Takes responsibility for resolving customer issues and needs, acts with sincerity to secure a solution
• Behaves in a compliant and ethical manner, sets a tone of integrity and professionalism with customers and the team
• Self‑assesses against standards for current position and sets clear performance goals and standards
• Displays resilience and tenacity in achieving planned work outcomes, recognises and acknowledges high quality work
• Demonstrates ownership, plans effectively and prioritises tasks to meet or exceed allocated Metrics
• Displays a positive attitude in the…