Why Tyro?

At Tyro, we’re into business big time. Through our integrated payments, banking and lending solutions, we’re here to ensure nothing stands in the way of Australian business success. With over 21 years' experience under our belt, we know what it takes to build something great, which is why we combine the best people, technology, and partners to deliver simplified payments and seamless business banking to our customers. We’re proud to power more than 76,000 merchants across Australia and to work with almost 800 partners to create seamless experiences for hospitality, retail, services and health providers.

It starts with You.

Just like our customers, we’re obsessed with the success of our people. So, when you come onboard, we’ll give you all the support you need to do your best work. Our close to 600 Tyros are a highly collaborative team, so you’ll get to work with smart, motivated and friendly people across Tyro. We are fast paced and innovative and strive to live our values everyday – commit to greatness, stay hungry, wow the customer, be good and win together! We are big enough for you to have opportunities to have a career at Tyro and small enough that you can have a real impact. As we continue our mission to shake things up and make payments the easiest part of doing business, you’ll have the opportunity to learn new skills with hands-on experience, further your career, and help unleash the potential of our customers, one payment at a time.

🎥 Step inside life at Tyro here.

About the role

We're looking for an experienced Contact Centre Team Leader who is passionate about developing people, driving performance, and delivering exceptional customer outcomes. Leading a team of Strategic Accounts Specialists across Tyro's EFTPOS, eCommerce, Banking, ISO relationships, and Health product suite, you'll play a key role in building a high-performing, customer-focused team through hands-on coaching, mentoring, and capability development.

With approximately 80% of your time focused on people leadership, you'll be responsible for driving team performance through coaching, capability uplift, quality assurance, call monitoring, customer advocacy, and performance management. You'll create a culture of accountability, continuous improvement, and customer service excellence, helping your team deliver outstanding experiences while supporting customers to grow their businesses.

Using performance data, call reviews, and customer insights, you'll identify skill gaps, improve processes, and implement targeted development plans that lift both individual and team performance.

Working closely with internal and external stakeholders, you'll contribute to continuous improvement initiatives, digital innovation, and a collaborative culture that puts customers at the centre of everything we do.

What you'll do

• Lead, coach and develop a team of frontline customer-facing specialists, driving capability uplift, engagement, accountability and high performance.

• Review team performance metrics, quality assurance outcomes and customer interactions to identify coaching opportunities, skill gaps and areas for improvement.

• Deliver regular coaching sessions, team meetings and training initiatives to improve individual and team performance.

• Monitor performance against key service and operational targets, implementing action plans to address gaps and ensure team objectives are achieved.

• Act as an escalation point for customer issues, providing leadership support and advocacy to deliver positive customer outcomes.

• Partner closely with the Customer Support Manager and broader business stakeholders to support cross-functional initiatives, process improvements and team development.

• Foster a culture of continuous improvement, customer service excellence and operational effectiveness across the team.

What you'll bring

• Demonstrated experience leading and developing teams within a contact centre, customer service, telesales, telemarketing, or customer support environment.

• Strong people leadership capability, including coaching, performance management, quality assurance, call monitoring, capability development, and employee engagement.

• Experience managing teams against operational and customer-focused KPIs, including service levels, quality metrics, productivity measures, and customer outcomes.

• Demonstrated experience holding team members accountable to performance expectations, including managing performance improvement plans, difficult performance conversations, and capability uplift initiatives.

• Contact centre experience (inbound and/or outbound), ideally within payments, banking, financial services, retail, hospitality, telecommunications, or other customer-focused industries.

• Strong problem-solving, troubleshooting, and customer needs analysis skills, with the ability to support teams through complex customer scenarios and escalations.

• Excellent verbal and written communication skills, with the ability to provide clear coaching, feedback, and stakeholder communication.

• Strong organisational and time management skills, with the ability to manage competing priorities in a fast-paced environment.

• A passion for customer service excellence, continuous improvement, and developing high-performing teams.

What’s in it for you?

We’ve worked hard to create an environment that’s big on diversity, inclusion, and flexibility, and one that suits the changing needs of team members across Australia. Here are just some of the things Tyros tell us they love about working here.

You’ll also receive:

• A mix of in-office and remote working

• Learning and career development opportunities

• 16 weeks paid primary carers leave

• 12 weeks paid secondary carers leave

• Annual team-based volunteer day

• Birthday Leave

• Power Up Day (Additional day of leave)

• Weekly team social events, snacks, craft beer and wine, ping pong and video games

• Taco Tuesdays

• Mental health and wellness initiatives

• Novated leasing

Tyro is committed to a diverse, inclusive workplace where everyone thrives. We welcome applicants of all backgrounds and are an equal opportunity employer. If you need accommodations or adjustments at any stage of the recruitment process, simply inform our Talent team during your conversation with them.

Still with us?

If you’ve got this far, then you might just be a great fit for us. Don’t tick all the boxes above? That’s ok, apply anyway and our Talent team will review your profile - you might be a fit for future roles.

#LI-Hybrid