Technical Customer Service Manager

Salary: $78,000 - $80,000 AUD (commensurate with experience)

This role combines people leadership, data-driven performance management, cross-functional collaboration, and change management to optimize the end-to-end customer experience.

• 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

• 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

• 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

• 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)

• 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

• 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

• Please submit your resume and a cover letter through this site or email australiajobs@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.