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

The Afternoon & Weekend Customer Support Supervisor provides operational leadership across Customer Support during afternoon, evening and weekend periods, supporting customers across Tyro’s EFTPOS, eCommerce, Banking, ISO relationships and Health products. Working Wednesday to Sunday, with a focus on afternoon, evening and weekend coverage, the Supervisor acts as a key escalation point for Customer Support Specialists, providing day-to-day guidance, coordinating workloads, managing customer and operational escalations, and ensuring a consistently high-quality customer experience outside core weekday hours.

A key focus of the role is leading the Customer Support response to Major Incidents ,coordinating stakeholders, communications, escalation and handover through to resolution. While the role has no direct reports, the Supervisor works closely with the Customer Support Manager and internal teams to maintain service continuity, ensure effective handovers and identify opportunities to improve Customer Support operations.

What you'll do

• Provide operational supervision and leadership across Customer Support during afternoon, evening and weekend operating periods.

• Act as the primary point of escalation for Customer Support Specialists during rostered hours, providing guidance and supporting effective decision-making.

• Monitor customer demand, service levels, queues and operational performance, taking appropriate action to maintain service standards.

• Coordinate workload and priorities across available Customer Support Specialists to respond to changing customer demand and operational requirements.

• Take ownership of complex or sensitive customer escalations and coordinate appropriate outcomes.

• Lead and coordinate the Customer Support response to Major Incidents (MIM) occurring during rostered hours.

• Assess incidents and ensure the appropriate MIM and escalation processes are initiated in a timely manner.

• Coordinate with Technology, Operations, Product, Risk and other relevant stakeholders during major incidents.

• Ensure timely, accurate and consistent communication is provided to Customer Support team and relevant stakeholders throughout an incident.

• Maintain appropriate incident documentation, timelines, actions and updates in accordance with Tyro's Major Incident Management processes.

• Ensure effective escalation and handover of ongoing major incidents where resolution extends beyond the Supervisor's rostered hours.

• Support post-incident reviews and contribute to identifying opportunities to improve incident response, processes and customer outcomes.

• Identify emerging customer, operational or service issues and escalate risks or trends to the Customer Support Manager and relevant stakeholders.

• Ensure Customer Support processes, policies and procedures are consistently followed during rostered periods.

• Provide guidance and on-the-job support to Customer Support Specialists where required, without formal people-management responsibility.

• Support business continuity and operational readiness during weekends, public holidays and periods of reduced corporate coverage.

• Maintain clear and effective handovers with the Customer Support Manager and other operational leaders, highlighting incidents, escalations, risks and outstanding actions.

• Work closely with the Customer Support Manager to identify and implement opportunities t improve customer experience, operational effectiveness and team capability.

What you'll bring

• Demonstrated experience in a senior Customer Support, operations, service desk or supervisory role.

• Experience providing operational leadership or acting as an escalation point, without necessarily having formal people-management responsibility.

• Strong incident management and problem-solving capability, with experience managing high- priority or business-critical issues highly regarded.

• Ability to remain calm, organised and decisive when managing incidents, escalations or periods of high customer demand.

• Excellent time management, prioritisation and organisational skills.

• Call Centre/Contact Centre experience, preferably within payments, Banking/Finance, Retail.

• Hospitality or another customer-focused environment.

• Strong customer needs analysis and problem-solving capability.

• Excellent verbal and written communication skills, including the ability to communicate clearly with both frontline teams and senior stakeholders during incidents.

• Excellent troubleshooting skills across both technical and service-related issues.

• Strong stakeholder-management skills and the confidence to coordinate cross-functional teams during operational incidents.

• Ability to work independently and make sound operational decisions during periods where broader leadership teams may have reduced availability.

• Flexibility and commitment to working the Wednesday–Sunday roster, including afternoon evening and weekend coverage.

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:

• Learning and career development opportunities

• 18 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