Job Type: Contract position | Full time position
Job Description
Job Title: Technical Customer Service Manager
Job Location: Archerfield QLD, Australia
Employment Type: Full-time
Salary: $78,000 - $80,000 AUD (commensurate with experience)
Our client is a leading provider of steering and chassis solutions in Australia, delivering high-quality products and services to automotive customers. They are committed to exceptional customer experiences, continuous improvement, and leveraging innovative tools to support our growth. Our client has engaged us to seek a technically capable and results-driven leader to elevate our customer service operations and drive measurable business value.
The role
The Technical Customer Service Manager leads the customer support function, coordinating supervisors and frontline agents to deliver outstanding service while continuously improving processes, adopting AI/automation, and aligning support capabilities with product roadmaps. This role combines people leadership, data-driven performance management, cross-functional collaboration, and change management to optimise the end‑to‑end customer experience.
Core Focus Areas
* People leadership and team management of customer support staff (supervisors and frontline agents)
* Customer service quality, satisfaction, and efficiency
* Process improvements across customer support workflows
* Cross‑functional collaboration to support product releases and service improvements
* Data‑driven performance management (KPIs, dashboards, reporting)
* Change management and adoption of new tools (AI, automation) to improve service delivery
* Communication of complex concepts to stakeholders at all levels
* Compliance, safety, and quality considerations in service delivery
Key Responsibilities
* Manage the daily operations of the customer support function, including supervisors and frontline agents
* Provide coaching, development and performance management; conduct performance reviews; handle escalations
* Ensure staffing plans align with forecasted contact volumes and service levels; oversee hiring, training and discipline within policy
* Set service level targets and guarantee delivery of promised quality and response times
* Define and monitor key customer service metrics (e.g., CSAT, NPS, first contact resolution, average handling time, service level, containment rates)
* Analyse volume trends and seasonality to optimise staffing and workflows
* Design, implement and continuously refine processes to improve customer experience and reduce friction
* Lead continuous improvement initiatives to optimise call/chat/email handling and escalation pathways
* Conduct end‑to‑end reviews of customer support processes (e.g., order‑to‑delivery inquiries, returns, escalations)
* Identify bottlenecks and waste; propose and lead redesign workshops with cross‑functional input
* Apply Lean/Six Sigma principles to improve process efficiency and reduce waste in support operations
* Champion the adoption of AI and automation to enhance customer service (e.g., chatbots, automated triage, predictive analytics for ticket routing)
* Collaborate with IT, product and operations to integrate AI tools with CRM and support platforms
* Track performance of AI‑enabled processes and ensure business value is realized
* Manage change management for new tools and processes, including user training and documentation
* Partner with Operations, IT, Finance, HR and Product teams to align support capabilities with product roadmaps and release plans
* Communicate clearly with executives and non‑technical stakeholders about improvements, benefits, risks and cost implications
* Lead training programmes for customer service staff on new processes and tools
* Develop user guides, SOPs and knowledge bases
* Build dashboards and reports to demonstrate impact, progress and ROI, present findings to leadership
* Ensure adherence to company policies, data privacy and regulatory requirements in customer interactions
* Perform risk assessments for process changes and mitigate potential issues in service delivery
Skills and Qualifications essential for this role
* A bachelor's degree in business, operations or a related field
* Ongoing professional development in customer service, process improvement or AI/automation is highly beneficial
* 2–3+ years in customer service lead operations, process improvement or transformation
* High proficiency in Lean/Six Sigma (green/black belt or equivalent), BPM, data analytics and familiarity with CRM/ERP integrations
* Strong leadership and people management capabilities
* Excellent communication skills with the ability to convey complex concepts to diverse audiences
* Demonstrated ability to manage change and drive adoption of new tools/processes
* Analytical mindset with the ability to interpret data, generate insights and translate into action
* Knowledge of data privacy, compliance and quality assurance standards
Desirable Skill set
* Experience in a technically complex service environment (e.g., automotive/electronics)
* Experience with AI/automation platforms and CRM integrations
* Certification in project management (e.g., PMP) or change management (e.g., Prosci)
Key Competencies
* Leadership and People Management
* Process Design and Continuous Improvement
* Data Analytics and Performance Management
* Change Management and Adoption of Technology
* Cross‑Functional Collaboration
* Communication and Stakeholder Engagement
* Quality, Compliance and Risk Management
Our client offers:
* Competitive base salary and performance‑based incentives
* Career growth opportunities and leadership development
* Supportive, collaborative workplace culture
* Opportunity to contribute to product roadmap and service delivery enhancements
* Comprehensive onboarding and ongoing training
How to Apply
* Please submit your resume and a cover letter through this site or email *************@mygration.com.au, detailing your relevant leadership experience, process improvement initiatives and experience with AI/automation in customer service.
* Include examples of KPIs you have managed (CSAT, NPS, FRT, AHT, etc.) as well as any Lean Six Sigma projects or automation implementations.
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