Job Title: Customer Support Leader
Civica seeks a skilled leader to oversee the day-to-day activities of our Level 1 support team. As a Customer Support Leader, you will be responsible for leading a global 24/7 high-quality support service that ensures timely and effective triaging and resolution of incidents while maintaining a strong focus on customer service.
Job Description:
The ideal candidate will have proven experience managing customer support teams, including cross-functional coordination. A strong working knowledge of ITIL service management principles and tools is required, as well as experience supporting both SaaS and on-premise application environments in a customer-facing role.
Responsibilities:
* Lead and manage the day-to-day operations of the Level 1 support team
* Monitor team workload, prioritise tasks, and ensure adherence to SLAs and support processes
* Ensure timely triaging and resolution of support cases in line with SLAs and quality standards
* Monitor and manage case escalations, support where required on critical issues
* Analyse support trends and drive continuous service improvement initiatives
* Conduct regular case quality reviews and contribute to continuous improvement initiatives
* Provide coaching, feedback, and opportunities for support team members
Requirements:
To be successful in this role, you will need to demonstrate:
* Proven experience managing customer support teams, including cross-functional coordination
* Strong working knowledge of ITIL service management principles and tools
* Experience supporting both SaaS and on-premise application environments in a customer-facing role
* Demonstrated ability to analyse service performance data and implement continuous improvement initiatives
Benefits:
As a Civica employee, you can expect:
* A dynamic and inclusive work environment
* Opportunities for professional growth and development
* A competitive salary and benefits package
* A flexible work arrangement that supports work-life balance
Why Work with Us?
We value diversity and inclusion and are committed to creating a workplace that reflects the communities we serve. We believe that our people are our greatest asset and invest in their development and well-being. Join our team and become part of a collaborative and innovative organisation that makes a difference in people's lives.