CX Operations Team Leader Domain

Job Description

• 50/50 focus - Leading the team and hands-on support to Domain customers.

• Hybrid working in an awesome collaborative team.

• Unlock career growth opportunities across Tech Marketing & Data.

About CoStar Group:

CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information analytics and online marketplaces. Included in the S&P 500 Index and the NASDAQ 100 CoStar Group is on a mission to digitise the worlds real estate empowering all people to discover properties insights and connections that improve their businesses and lives.

We have been living and breathing the world of real estate information and online marketplaces for over 35 years giving us the perspective to create truly unique and valuable offerings to our customers. Weve continually refined transformed and perfected our approach to our business creating a language that has become standard in our industry for our customers and even our competitors. We continue that effort today and are always working to improve and drive innovation. This is how we deliver for our customers our employees and investors. By equipping the brightest minds with the best resources available we provide an invaluable edge in real estate.

About Domain:

Domain is a leading property technology and services marketplace that is home to one of the largest portfolios of property brands in Australia including the Domain Allhomes and Commercial Real Estate (CRE) 2025 Domain became part of CoStar Group (NASDAQ: CSGP) a global leader in commercial real estate information analytics online marketplaces and 3D digital twin technology. Together Domain and CoStar Group is dedicated to digitising the worlds real estate empowering all people to discover properties insights and connections that improve their businesses and lives.

About the Role

As a Customer Support Team Leader youll split your time between leading our frontline team (main focus) whilst also helping customers and keeping your knowledge sharp.
Youll be an important pillar of customer and technical support for our property listings platforms through to our data-driven Agent solutions whilst also building a fun and collaborative culture and supporting the team to achieve their KPIs through 1 on 1s running team incentives and engagement activities and being an expert in our this busy role youll also assist with an array of customer enquiries from the simple to the complex - everything from helping clients update their listings to troubleshooting platform issues and providing internal support to other teams within Domain.

For a passionate and resilient problem-solver youve come at a good time!
With Domain now part of the CoStar Group this is just the beginning as our tech gets better and our teams get bigger bringing more opportunities to choose your own adventure with career pathways into Tech Marketing and Data through our bespoke development plans as well as more Leadership roles as the Support team grows.

Why Join Us:

Were the right-sized business for you to make a real impact with a workplace culture where you can be you. Theres so many perks! Heres some of the favourites

• Work from home flexibility - 3 days in the office per week.

• Up to 20 weeks paid parental leave for primary carers.

• Work from overseas once per year.

• Leadership development programs LinkedIn Learning and more.

• Regular social events including our famous Innovation Days and annual BBQ!

In a typical day you can expect to:

• Be a trusted partner: Youll be a go-to technical wizard for Real Estate agents - solving problems championing their accounts and helping them get the absolute best from our industry-leading portals.

• Master the art of connection: Expertly manage inbound enquiries across phone live chat and email - and guide the team to do the same with confidence.

• Drive customer love: Become a true product guru empowering clients to unlock full platform potential while coaching your team to deliver consistently exceptional support.

• Lead the way: Youll balance hands-on queue work with leading the team - monitoring workloads keeping an eye on contact volumes making smart resourcing decisions and jumping in to help meet service levels.

• Grow future stars: Mentor and coach the team to hit their performance benchmarks deliver onboarding and training for new joiners and use our QA framework to help everyone level up.

• Tackle the tricky stuff: Youll resolve complex Level 2 enquiries escalations and complaints with calm expertise and support your team through theirs.

• Energise the crew: Support incentives competitions and team activities that keep them motivated recognised and loving what they do.

Our Ideal Person:

ESSENTIALS:

• Previous experience in fast-paced customer service / tech support roles at a Team Leader level.

• Passionate about delivering great customer experience.

• Excellent problem-solving and conflict resolution skills with an enthusiastic positive approach.

• Resilient and empathic in nature.

• A high level of confidentiality.

NICE TO HAVES:

• Experience supporting tech platforms within the SaaS industry (preferred).

• Contact centre experience (highly preferred).

• Experience in support roles for Real Estate PropTech Online Sales or Advertising Sales.

Whats Next

Well give your application the thoughtful attention it deserves and get back to you as soon as possible. If theres a match one of our recruitment consultants will reach outso keep your phone handy! Were genuinely excited about the chance to work together and make a meaningful impact.

Equity Diversity & Inclusion

Domain is enthusiastically and unapologetically committed to fostering an equitable inclusive work culture which reflects our customers and communities. We are proactively looking for candidates from all lived experiences including people with disability and people of all ages ethnicities cultures (including Aboriginal and Torres Strait Islander Peoples) faiths sexual orientations and gender identities (including trans and non-binary people).

We are committed to providing an equitable recruitment process for people with disability. If you require adjustments during the process were here to support. If you wish to receive this job advertisement in an accessible format or have a confidential chat about workplace adjustments please contact our Equity Diversity and Inclusion team at or leave a message onand we will get back to you.

CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing