Product Support Implementation Team Lead (Remote)

Product Support Implementation Team Lead | Social Pinpoint | Australia

Our Company:

Social Pinpoint and Consultation Manager are the market leading digital community engagement and stakeholder management platforms respectively that operate in an exciting and rapidly growing sector.

We provide government clients and consultants throughout the United States, Canada, Australia, New Zealand and Europe with the online tools they need to help their communities (people like you) have their say on projects that impact them and efficiently manage all ongoing interactions with stakeholders.

We’re seeking a highly motivated and passionate Product Support & Implementation Team Lead to oversee the implementation and product support team and cover a period of maternity leave until February 2026.

To be considered for this role, you must be Brisbane-based and eligible to work in Australia on a full-time basis. 
 

What’s in it for you:

• Flexible hybrid working arrangement
• Generous (and always fully-stocked) snack station
• Unlimited coffee tab at the local cafe
• Annual Health & Wellness Allowance
• Annual Professional Development Allowance
• Performance-related commission 
• Birthday Leave

The Role:

The Product Implementation & Support Team Lead is responsible for overseeing the implementation and product support teams, serving as a subject matter expert on all aspects of the product. In this role, you will ensure that Social Pinpoints products are delivered efficiently, helping to differentiate our offerings in the industry. This is a maternity leave cover position, expected to end on or around February 2026.

Responsibilities:

• Lead and manage the implementation and product support team
• Oversee daily operations including workload management, task delegation, and priority setting
• Ensure team members are aligned with project goals and timelines.
• Monitor and measure team performance against KPIs to ensure alignment with organisational objectives and continuous improvement.
• Continually evaluate and refine procedures and processes to enhance efficiency, productivity, and quality.
• Identify and proactively address potential risks or gaps in implementation and product support processes.
• Share knowledge and insights with team members to improve problem-solving capabilities.
• Collaborate closely with the Product team to share client feedback, feature requests, and pain points.

Skills & Experience:

• 4+ years experience in product support/implementation/customer success
• Proven experience in leading or managing support team, overseeing daily operations, setting goals, and managing performance
• Experience managing an offshore team highly advantageous
• Solid technical aptitude with the ability to understand, troubleshoot, and resolve complex product issues
• Ability to handle escalations, manage high stakes customer interactions, and ensure high levels of customer satisfaction.

At Social Pinpoint, we believe that diversity drives success. We are an equal opportunity employer that provides a safe and supportive environment where everyone and anyone can grow.

Tagged as: remote, remote job, virtual, Virtual Job, virtual position, Work at Home, work from home