CX Team Leader

Job Description

• 50/50 focus - Leading the team, and hands-on support to Domain customers.

• Hybrid working in an awesome, collaborative team.

• Unlock career growth opportunities across Tech, Marketing & Data.

About Domain and CoStar Group

Domain is one of Australia's most trusted and loved property brands, helping millions of Australians find their dream home and stay informed about the property market. Now, Domain has joined forces with CoStar Group, a global leader in real estate information, analytics, and online marketplaces to take the next big leap in property technology and data innovation.

As part of CoStar Group, an S&P 500 company with more than 35 years of experience transforming how people understand and transact real estate, Domain is entering an exciting new era of growth. CoStar is investing heavily in new products, technology, and people to revolutionise how Australians access property data, insights, and marketplaces. This is a rare opportunity to join a world-class research team at the intersection of two powerful brands - Domain's local market expertise and CoStar's global scale and technology - as we build the future of real estate intelligence together.

About the Role

As a Customer Support Team Leader you’ll split your time between leading our frontline team (main focus), whilst also helping customers and keeping your knowledge sharp.
You’ll be an important pillar of customer and technical support for our property listings platforms through to our data-driven Agent solutions, whilst also building a fun and collaborative culture and supporting the team to achieve their KPIs through 1 on 1’s, running team incentives and engagement activities and being an expert in our products. In this busy role, you’ll also assist with an array of customer enquiries from the simple to the complex - everything from helping clients update their listings, to troubleshooting platform issues and providing internal support to other teams within Domain.

For a passionate and resilient problem-solver, you’ve come at a good time!
With Domain now part of the CoStar Group, this is just the beginning as our tech gets better and our teams get bigger, bringing more opportunities to choose your own adventure with career pathways into Tech, Marketing and Data through our bespoke development plans, as well as more Leadership roles as the Support team grows.

Why Join Us:

We're the right-sized business for you to make a real impact, with a workplace culture where you can be you. There’s so many perks! Here’s some of the favourites…

• Hybrid working.

• Wellbeing Leave.

• Up to 20 weeks paid parental leave for primary carers.

• Novated leasing through Autopia.

• Leadership development programs, LinkedIn Learning and more.

• Regular social events including our famous Innovation Days and annual BBQ!
  

In a typical day you can expect to:

• Be a trusted partner: You’ll be a go-to technical wizard for Real Estate agents - solving problems, championing their accounts, and helping them get the absolute best from our industry-leading portals.

• Master the art of connection: Expertly manage inbound enquiries across phone, live chat, and email - and guide the team to do the same with confidence.

• Drive customer love: Become a true product guru, empowering clients to unlock full platform potential while coaching your team to deliver consistently exceptional support.

• Lead the way: You’ll balance hands-on queue work with leading the team - monitoring workloads, keeping an eye on contact volumes, making smart resourcing decisions, and jumping in to help meet service levels.

• Grow future stars: Mentor and coach the team to hit their performance benchmarks, deliver onboarding and training for new joiners, and use our QA framework to help everyone level up.

• Tackle the tricky stuff: You’ll resolve complex Level 2 enquiries, escalations, and complaints with calm expertise, and support your team through theirs.

• Energise the crew: Support incentives, competitions, and team activities that keep them motivated, recognised, and loving what they do.

Our Ideal Person:

ESSENTIALS:

• Previous experience in fast-paced customer service / tech support roles at a Team Leader level.

• Passionate about delivering great customer experience.

NICE TO HAVES:

• Experience supporting tech platforms within the SaaS industry (preferred).

• Contact centre experience (highly preferred).

• Experience in support roles for Real Estate, PropTech, Online Sales or Advertising Sales.

What’s Next?

We’ll give your application the thoughtful attention it deserves and get back to you as soon as possible. If there’s a match, one of our recruitment consultants will reach out—so keep your phone handy! We’re genuinely excited about the chance to work together and make a meaningful impact.

Equity, Diversity & Inclusion

Domain is enthusiastically and unapologetically committed to fostering an equitable, inclusive work culture which reflects our customers and communities. We are proactively looking for candidates from all lived experiences, including people with disability, and people of all ages, ethnicities, cultures (including Aboriginal and Torres Strait Islander Peoples), faiths, sexual orientations, and gender identities (including trans and non-binary people).

We are committed to providing an equitable recruitment process for people with disability. If you require adjustments during the process we’re here to support. If you wish to receive this job advertisement in an accessible format, or have a confidential chat about workplace adjustments, please contact our Equity, Diversity and Inclusion team at edi@domain.com.au or leave a message on 1300 858 356 and we will get back to you.

CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing