Team Spotlight: James Wellsmore
Welcome to Team Spotlight – where we introduce you to the talented Redback Technologies team. At Redback, we prioritise providing exceptional technical support to both our installers and homeowners. So, for this edition, we’re going to shine a spotlight on James Wellsmore – Redback’s Head of Services.
James joined the Redback team’s Brisbane office in 2023, bringing with him over 20 years of high-level experience in leadership, training, customer support, technology, and strategy optimisation. Although a fresh face in the office, James’ dedication to enhancing the customer experience quickly shone through; and since joining Redback, James has been leading his team to achieve high-quality results for Redback’s customers.
James Wellsmore, Head of Service
A career dedicated to leadership and growth
An avid ‘techie’ at heart, James had always had an interest in technology. In a classic ‘work your way to the top’ story, James started his tech career as a trainee ADSL technical support agent at Telstra’s Brisbane office, moving between departments, learning as much as he could. During his time at Telstra, James avidly created his own how-to guides on internal systems which caught the attention of his Management team who thought his talents lay in training.
From there, James transitioned to a Head Trainer role supporting a floor of 250 technical agents. In this role, James was instrumental in inter-departmentally cross-training agents and playing a crucial role in the company’s shift towards a flexible model. By 2011, James had moved to a cloud-based telecommunications company developing a fully managed IP platform. There, he created a team of 70 staff, and was instrumental in establishing an international call centre. In this role, James managed all customer touch-points and assisted in general business growth while nurturing his team’s skillset and driving them to achieve great results for customers.
A career chock-full of ambition, training, leadership and optimisation – James continued to lead his teams to success. And, in 2023, he brought that skillset to the Redback team.
Powerful ambitions for Redback
After a successful career in telecommunications, James joined Redback because he wanted to support a local Australian tech company, and was impressed by the team’s shared vision for building a sustainable future. At Redback, James oversees both the Technical Support and Warranty teams, with his main role in optimising processes, facilitating staff growth, streamlining documentation, and supporting Redback’s customer base. James believes in a leadership approach where he identifies key staff strengths and encourages his team to embrace their talents. As he puts it:
“If you let someone do what they love, they will always do it well. This is a key to superior service.”
James’s extensive background in training and documentation is a significant asset to his team. His philosophy of ongoing growth has driven him to continuously improve processes and systems. He is passionate about quality customer service and strives to pass on his knowledge and skills to his team.
While most Redback customers will interact with James’s team rather than James directly, he remains closely involved, providing guidance and support. He regularly engages with Redback-certified installers to improve their experience, which in turn enhances the experience of homeowners with Redback systems. James leads a team that includes Level 1 and Level 2 support staff, a Warranty Manager, and an in-house electrician. He is also expanding the team internationally, leveraging his past experience with trusted colleagues.
During his time at Redback, James has led the charge in upgrading phone and ticketing systems while streamlining the support process. His future ambitions for Redback include upgrades to the Redback portal, and enhancement of support pathways. He leads his team based on 3 key pillars: communication, engagement and optimisation.
Outside of the office, James describes himself as a tinkerer and problem solver. He enjoys building classic cars, motorcycles, and travelling around Australia. Whether it’s camping solo by a campfire or exploring pristine spots in nature, James values the peace and beauty of the outdoors. Family is also a central part of his life.
Overall, James lives by his personal model – “Learn, Adapt, Excel”, and here at Redback, we’re excited for what the future holds with James as our Head of Services.
