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 optimize 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 optimize staffing and workflows
Design, implement, and continuously refine processes to improve customer experience and reduce friction
Lead continuous improvement initiatives to optimize 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 programs 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, 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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