Key to unlocking exceptional customer experiences is delivering efficient support operations. To this end, we are seeking a seasoned Customer Support Manager with a growth mindset and collaborative approach. This role requires bridging the gap between our customers and product, while ensuring seamless service delivery. In addition to operational excellence, you will be responsible for people leadership, encompassing coaching, enablement, and morale.
A hybrid role based in our Melbourne office, the successful candidate will lead day-to-day support operations, staying hands-on with queues and complex cases. You will ensure SLAs, quality standards, and team targets are consistently met. Furthermore, you will mentor and develop the team through regular one-on-ones, clear feedback, coaching, and removing blockers to support high performance and growth.
This comprehensive position involves owning and optimizing support processes, including building playbooks, SOPs, and knowledge base content that enables consistency, quality, and scale. Additionally, you will drive continuous improvement by identifying gaps in the support workflow, refining the ticket lifecycle, and implementing operational enhancements.
Required Skills and Qualifications
We seek a leader with:
* 4 - 5 years' experience in customer support roles, preferably within Tech or SaaS environments
* 1-2 years' experience leading support teams, including people management, coaching, and performance
* Exceptional communication skills (verbal and written), with the ability to explain complex concepts clearly to both customers and internal teams
* Empathetic leadership style, with a focus on coaching, psychological safety, and building a high-performing, engaged team
* Strong understanding of Incident and Escalation Management, and advanced troubleshooting skills
* Hands-on experience with support tools such as Zendesk
Benefits
At our organization, we prioritize employee satisfaction and growth. We offer:
* Competitive salary and growth path
* Generous paid time off, allowing at least 20 days fully disconnected each year, plus flexible policies beyond that
* Parental leave that grows with tenure, offering up to 26 weeks full pay
What You'll Bring
By joining our team, you will bring your unique perspective, skills, and experience to drive success in this pivotal role.