Job Description

Performance Coach: Customer Support

Department: Customer Support

Reports To: Head of Customer Support

Work Model: On-site

Employment Type: Full-time

The Opportunity

Our client is looking for an experienced Performance Coach: Customer Support to join their Customer Support team.

This role sits at the intersection of Quality Assurance, frontline coaching and training, translating quality and audit insights into practical coaching and skill development for Customer Support teams.

The successful candidate will work closely with Team Leaders across the department, using data and quality trends to identify capability gaps, deliver targeted coaching and training, and develop learning resources that support consistent performance.

This is an ideal opportunity for someone who understands both Customer Support operations and performance development, and who can build credibility with frontline teams while using data to drive meaningful improvements.

Key responsibilities:

• Review calls and tickets to identify quality trends and skill gaps.
• Work closely with Team Leaders to provide targeted coaching support.
• Design and deliver onboarding, refresher and skills-based training.
• Create and maintain training materials, coaching guides and job aids.
• Track the effectiveness of coaching and training through performance improvements.
• Collaborate with Customer Support Managers and Team Leaders to improve quality and consistency.
• Identify wider process, system or policy issues affecting performance.
• Use data to recommend and test improvements to QA, coaching and training processes.

Ideal candidate:

• Experience in Customer Support, Contact Centre, QA, Coaching or L&D.
• Strong understanding of quality and performance management.
• Experience analysing QA results and coaching frontline teams.
• Confident trainer and communicator.
• Data-driven, organised and highly collaborative.
• Able to influence and support Team Leaders without directly managing them.

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