Lead with Excellence: Consumer Care Team Lead (ANZ)
Drive Gold-Standard Customer Experience with a Global Health Leader
At ResMed, we are dedicated to improving lives by pioneering solutions for sleep apnea, COPD, and other chronic respiratory conditions. We believe in a culture driven by excellence, diversity, and innovation—where every team member is empowered to create meaningful impact. Join us in our mission to make the world healthier and more rested, one patient at a time.
We are seeking a solution-focused, customer-centric Consumer Care Team Lead to guide our ANZ support team in delivering an exceptional, needs-based customer experience. If you are a results-driven leader with a growth mindset and a passion for mentoring others, this is your opportunity to shape service excellence and directly impact patient well-being.
Let’s Talk About Responsibilities
Team Leadership & Performance
- Monitor team workflows to ensure all Service Level Agreements (SLAs) are met and Objectives & Key Results (OKRs) are achieved.
- Guide the team to provide personalized, needs-based support to consumers.
- Proactively identify skills gaps and collaborate with the Consumer Care Manager to address them.
- Assist in developing targeted training materials to drive continuous improvement.
Escalation Management & Hands-On Support
- Effectively manage escalations for complex or sensitive enquiries and complaints.
- Support the team by handling overflow across all queues when required.
- Ensure consistent application of ResMed’s values and service standards in every customer interaction.
Coaching & Development
- Provide peer-to-peer coaching and mentoring to Consumer Care Representatives.
- Act as the product subject matter expert (SME) for all ResMed offerings in the ANZ market.
- Foster a culture of accountability, empathy, and proactive problem-solving.
Stakeholder Collaboration
- Coordinate with cross-functional stakeholders to resolve issues and enhance the overall customer journey.
- Champion scalable, process-driven solutions rather than people-dependent workarounds.
Let’s Talk About Experience
Essential Qualifications:
- Demonstrated success in handling complex customer enquiries and complaints in a consumer-facing role.
- Thorough understanding of Australian Consumer Law as it applies to suppliers and manufacturers.
- Proven problem-solving ability and a track record of achieving targets and goals.
- Outstanding communication and interpersonal skills, with the ability to inspire and lead a team.
- Experience in team coaching, workflow monitoring, and performance management.
- A mindset focused on scalable, systematic solutions that improve efficiency and customer satisfaction.
Ideal Candidate Profile:
- Experienced in healthcare, medical devices, or a similarly regulated consumer industry.
- Familiar with CRM systems, contact center metrics, and quality assurance frameworks.
- Resilient, empathetic, and driven by a desire to deliver a gold-standard customer experience.
Why Join ResMed?
- Purpose-Driven Impact: Contribute to better sleep and respiratory health for millions across ANZ and beyond.
- Career Growth: Opportunities for advancement within a global leader in digital health and medical technology.
- Inclusive Culture: A workplace that values diversity, encourages expression, and thrives on innovative ideas.
- Supportive Environment: A team-oriented culture where excellence is recognized and personal development is prioritized.
Ready to lead a team that makes a tangible difference in people’s health and lives?
Apply now for the Consumer Care Team Lead position at ResMed ANZ.
ResMed is an equal opportunity employer committed to diversity and inclusion. We respond to every applicant and look forward to building a healthier future together.
