About the opportunity

Join our Global Operations Team as a Customer Support Team Lead in Melbourne to make a real impact every day. We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to enrich our customers’ experiences.

Reporting to the Senior Manager, Software Support, you'll help us drive engagement, excellence, and a focus on building relationships with our customers and colleagues, whilst meeting and exceeding service levels agreements for the resolution of support tickets. You'll also lead a team of Software Support professionals to meet the needs of our customers on software related enquiries. 

Some of the other responsibilities include:

• Manage a small offshore & regional team of customer support advisors in the delivery of software customer service   

• Collaborate with engineering peers to provide customer resolutions within agreed SLAs, advocating customer needs to effectively prioritise support ticket resolution  
• Partner with leadership and commercial teams to identify and plan essential work in the context of software support  
• Ensure that the team adheres to regional policies within software support for Xplor products  
• Contribute to frameworks and internal resources to support the resolution of technical issues within your team  
• Periodically review software support log(s); track performance and identify trends, anomalies, and opportunities for improvement  
• Proactively engage and upskill yourself in new iterations of the software along with your team  
• Find new ways to reduce the average ticket turnaround time and improve SLAs  
• Optimise, standardise, and manage Support metrics across all channels (call centre, online chat, email) to ensure customer satisfaction, and report statistical performance levels 

For this position, we offer a hybrid and flexible working model, where you will spend 2-3 days per week in the office and the rest working from home.

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Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

About the team

As a member of the Professional Services team, the Practice Lead Consultant, Implementation, directs FIS project teams towards on time, on budget projects resulting in referenceable clients. This position plays a leadership role in the success of customer implementations of the Ambit Lending product suite including Credit Assessment (CA) and Commercial Loan Origination (CLO) solutions.  Credit Assessment is a risk and compliance tool that commercial banks use to spread financials and generate risk grades when evaluating whether to lend to borrowers. CLO is a loan origination tool that banks use to track commercial loans throughout the lending lifecycle.

What you will be doing

• Project oversight for our largest programs including escalation management, budget oversight, risk mitigation and customer steering meeting attendance. 
• Customer relationship management of assigned customer portfolio
• Create SOWs and Change Requests as assigned
• Lead process improvement initiatives for Professional Services Practice.
• Manage projects as assigned from project inception to close including key aspects of project success: scope, budget, accurate forecasting, risk mitigation, issues and customer satisfaction.

What you bring:

• Minimum 10 years of experience leading large, transformational projects working with external customers in a professional services environment. 
• Proven ability to execute flawlessly and drive/motivate others to do the same.
• Highly articulate communicator who can convey important messages in a clear and compelling manner at all levels of the organization.
• Proven track record working with “C” suite Executives and Boards, equally comfortable addressing large public audiences or senior level customers.
• Industry experience in banking/financial services.
• End-to-end software implementation experience (preferably at a software vendor).
• Ability to take a hands-on approach in managing customers.  Can foresee and proactively resolve customer issues and escalations.
• Ability to persuade and influence others on the best approach to take.
• Willingness to travel to visit clients 25-50%.

Added bonus if you have:

• Experience in Commercial Lending software implementations.

What we offer you:

• Competitive salary
• Attractive benefits
• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A modern, international work environment and a dedicated and motivated team

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Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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Our mission and where you fit in

At Employment Hero, we’re an ambitious bunch of people on a mission to make employment easier and more valuable for everyone. Since our inception in 2014, we've had some pretty impressive growth (100% YoY), reached unicorn status in 2022, and now serve 300,000 businesses globally, with 2 million+ users on the platform. We have no plans to slow down. 

There’s never been a more exciting time to join one of the fastest-growing SaaS unicorns, so let’s see if we could be a match!

What might your days look like:

As our UX Research Lead, you will play a pivotal role in democratising research practices across the organisation, making user insights accessible and actionable for all teams.

By leading a talented UX research team and partnering closely with Product and UX, you will help drive user-centric innovation and ensure that research is integrated into every stage of product development. Your leadership will inspire cross-functional collaboration, foster a culture of learning, and champion research excellence, all while shaping our product strategy and supporting company OKRs.

As our UX Research Lead, you’ll:

• Lead, mentor, and inspire a team of UX researchers, nurturing a collaborative, inclusive, and growth-oriented culture where research is seen as a shared responsibility across the organization.
• Conduct and oversee diverse research projects, employing a balanced approach that combines rapid, lean methods with deep, high-quality insights that influence product decisions and strategy.
• Scale and optimise research operations, ensuring research processes and tools are efficient, effective, and aligned with best practices. Promote the use of user insights throughout the product lifecycle to drive actionable change.
• Build strong cross-functional relationships, working closely with Product Management, General Managers, and the Executive Leadership Team to ensure research efforts are aligned with broader business goals and OKRs.
• Champion research excellence and advocacy, ensuring the highest quality research practices and insights are accessible to all teams. Create clear pathways for disseminating research findings across the company to inform decision-making.
• Democratise user research by coaching and empowering other teams across the organisation to adopt user research methods, tools, and best practices. Ensure all stakeholders have the knowledge and resources to conduct their own research and make user-centered decisions.
• Influence long-term goals and objectives, helping to shape a user-centric culture and ensure research is woven into the fabric of our product development process from start to finish.

What will you bring 

• Proven experience in leading and mentoring UX research teams.
• Strong background in conducting a variety of research projects, including problem validation and strategic research.
• Ability to foster an open, collaborative, and trusting team culture.
• Skilled in setting clear expectations, providing feedback, and supporting professional growth.
• Experience in scaling and optimising research operations, with knowledge of best practices.
• Excellent relationship-building skills with cross-functional teams and ability to advocate for research practices.
• Deep understanding of diverse research methods and tools, with proficiency in defining research budgets and reporting on metrics.

Experience is important, but for us the biggest measure of success is people who can live and breathe our values. Show us what you can bring to the table, and we’ll empower you to let your talents shine.

The EH Way

The EH Way is how we describe our culture at Employment Hero and how we all operate. It is our DNA. You can read all about it on our careers page: https://employmenthero.com/careers/ 

In short, you’ll love working with us if:

• Revolutionising employment gets your heart racing.
• You thrive on the flexibility (and responsibility) of a remote-first business.
• Our values align, and shape how you show up every day.
• You love the dynamic pace of a startup, are driven by innovation, and enjoy working with other smart people.

Plus, you’ll get to enjoy a number of great perks, including: 

• A generous budget for your home office.
• Cutting-edge tools and technology.
• Reward and recognition programs - because great work should be recognised and rewarded.
• Cashback offers and discounts on popular brands through our Swag app.
• Employee Share Option Program: be an owner of Employment Hero.
• Annual Global Gathering - so far we’ve been to Thailand, Vietnam and Bali and are excited to meet in Dubai in September 2025.

Are we a match? 

Think we're the right match for you? Fantastic! Click 'Apply' and our talent team will reach out with the next steps.

At Employment Hero, we are committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy here: https://employmenthero.com/legals/applicant-policy/

Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.

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