Boston Scientific Customer Care Team Lead 

Australia, New South Wales, Sydney 

834870787

Shweta Mago
Aislinn Roche

Team & Workflow Leadership

• Provide daily guidance to ensure timely and effective handling of customer queries and tasks.
• Manage team schedules, leave planning, and resource coverage.
• Lead regular team meetings and facilitate collaboration and problem-solving.
• Oversee task allocation, rosters, training plans, and performance metrics.
• Handle escalated queries and support service delivery excellence.

People Development

• Coach and support team members through regular feedback and performance reviews.
• Onboard and train new hires to ensure smooth integration into the team.
• Identify development opportunities and celebrate team and individual successes.
• Foster a positive team culture through open communication and leading by example.
• Coordinate recruitment efforts with hiring partners and internal stakeholders.

Process Improvement & Projects

• Identify and implement improvements to drive service efficiency and quality.
• Evaluate team workflows and align with business goals and standards.

Stakeholder Engagement

• Collaborate with internal stakeholders to resolve issues and enhance service delivery.
• Organise and lead cross-functional meetings as needed.

Compliance & Audit

• Maintain up-to-date service procedures and documentation.
• Support audit processes and identify opportunities for improved compliance.
• In all actions, demonstrates a primary commitment to patient safety and product quality by maintaining compliance to the Quality Policy and all other documented quality processes and procedures

Relationship Building

Establishes and maintains strong relationships internally and externally. Relates well to management, colleagues, peers, and direct reports.

Creates an environment which promotes the free flow of communication and information throughout the organization.

Communicates effectively in large and small groups. Openly shares knowledge and expertise. Listens actively and encourages the open expression of ideas and opinions.

Influences and motivates others over whom they have no direct control or authority. Wins support and acceptance for proposed changes and ideas through careful consideration of stakeholders’ needs and interests, through strategic relationships, and persuasive communications.

Responds resourcefully, flexibly, and positively when faced with new challenges, transitions, and demands.

Willingly and effectively deals with the stress and complexities of various situations. Moves forward productively and optimistically under conditions of change and uncertainty.

Strategic Thinking

Aligns personal and workgroup activities to the organization’s strategic goals.

YOUR EXPERIENCE AND SKILLS

• Demonstrated ability to lead, coach, or develop individuals or teams. Prior experience managing direct reports, leading project teams, or mentoring junior colleagues is required.
• Ability to build trust with team members, provide constructive feedback, and maintain a positive, service-oriented culture.
• Customer-focused mindset with a deep understanding of delivering exceptional service across multiple channels (e.g., phone, email, chat).
• Previous experience in identifying inefficiencies in customer care workflows and take initiative to streamline operations, reduce response times, and improve the overall customer experience.
• Excellent organizational and time management skills, with the ability to prioritize tasks, manage competing demands, and support team coverage during high-volume periods.
• Previous experience using SAP
• Salesforce experience is preferred

WHY CHOOSE US?

• Great Place To Work Certified in 2024 & 2025
• Best Workplaces for Women in 2024 & 2025
• Inclusive Employee Resource Groups
• 2 Wellbeing Days per year
• Discounted health insurance
• Ability to purchase additional Annual Leave
• Employee Stock Purchase Plan
• Access to Employee Assistance Program
• Free on-site parking