Customer Support Lead

Who we are

E1 (formerly called EstimateOne) is a SaaS tender management platform connecting commercial builders with subcontractors and suppliers. Proudly named one of AFR’s Best Places to Work in 2025, we’re the market leader in Australia and New Zealand.

Our scaleup vibe keeps things lively. We’ve come a long way in 17 years and seeing what we’ve achieved in that time gets us pretty excited for the next 17. We’re passionate about setting clear, fair expectations and delivering results, with a genuine commitment to wellness and happiness that you’ll truly experience.

The Role

We’re looking for a Customer Support Lead to lead our CX team and help us better understand, support and retain our customers.

This isn't a traditional Support Team Lead role. It's a player coach role for someone who wants to stay close to customers while using those conversations, alongside customer, product and churn data, to understand where customers are struggling and why they leave.

You'll lead and develop our Customer Experience Specialists, jump into complex customer issues when needed and own E1's understanding of the key drivers of churn across our Builder, Subbie and Supplier customers.

From there, you'll turn insight into action. You might be improving how we support customers, talking to churned customers to understand what's really going on, testing a new retention initiative, improving our