Manager of Customer Support ANZ
Actionstep is a pioneer in the development and sale of software-as-a-service (SaaS) products, specialising in the delivery of Legal Practice Management software. We are a fast growing, dynamic business with a global customer base and team. With Team members in Auckland, the United Kingdom, United States, Canada and Australia, we are dedicated to helping thousands of lawyers worldwide run highly successful legal practices.
At Actionstep, our Support Team is at the heart of the customer experience. We’re the first line of contact for our users, providing responsive, knowledgeable, and empathetic support to help them get the most out of our platform. From resolving day-to-day queries to sharing valuable product insights, we play a vital role in building lasting customer relationships, gathering feedback, and keeping users informed about what’s new and what’s next.
We’re now looking for a Manager of Support – ANZ to lead our incredible support teams across Australia and New Zealand. In this role, you’ll be responsible for overseeing daily operations, ensuring service excellence, and continuously driving performance and process improvements.You'll coach and empower a cross-functional team of SaaS support analysts, while also engaging with key stakeholders across the region to remove roadblocks, align priorities, and champion a customer-first mindset.
Although your primary focus will be on the ANZ region, this is a truly global role. You'll work closely with our international support leaders in the US, UK, and Canada, sharing insights and aligning strategies to deliver a world-class support experience for all Actionstep users.
If you're passionate about leading teams, improving service delivery, and shaping the future of customer support, we'd love to hear from you.
What You Will Do:
Lead and Manage Regional Support Teams: Oversee day-to-day operations of the ANZ support team, driving performance, coaching team members, and ensuring high-quality service delivery.
Customer Experience Excellence: Ensure timely and effective resolution of customer enquiries while promoting empathy, clear communication, and customer satisfaction at every touchpoint.
Operational Performance & Improvement: Monitor support metrics, identify areas for improvement, and implement strategies to optimise team efficiency and service quality.
Cross-Functional Collaboration: Work closely with internal stakeholders across product, sales, and customer success teams to align support efforts with broader business goals.
Global Leadership & Strategy: Collaborate with international support leaders to align on best practices, contribute to global support initiatives, and help shape the future of customer support at Actionstep.
Team Development & Capability Building: Foster continuous learning within the team by mentoring staff, sharing product knowledge, and promoting career development to build a high-performing support function.
Support Content & Self-Service Enablement: Champion the creation and maintenance of self-service resources (e.g. user guides, knowledge base content) to empower customers and reduce inbound volume.
Who You Are:
Empathetic Communicator: You demonstrate genuine care and understanding when dealing with customer concerns and team dynamics, using clear, calm, and supportive communication to manage expectations and resolve escalations.
Solutions-Oriented: You approach challenges with a proactive mindset, focusing on practical, effective resolutions that enhance customer experience and streamline internal support operations.
Analytical Thinker: You confidently interpret data and support metrics to identify trends, drive continuous improvement initiatives, and inform strategic decisions.
Adaptable Leader: You maintain your composure and effectiveness in dynamic environments, guiding the team through change with flexibility, clear direction, and a readiness to pivot when priorities shift.
Collaborative Partner: You build strong cross-functional relationships, sharing knowledge and aligning help desk processes with broader business goals to improve service delivery and support team capability.
Requirements
What you need to know and what will make you successful!
Essential:
- 4+ years’ experience in previous team leader or management level positions.
- Customer service experience in any previous customer facing role (6+ years).
- Previous help desk and support desk experience within the technology OR service industry .
- Previous experience providing SaaS technical support and a strong interest in B2B technology solutions.
- Previous experience leading geo-diverse teams across multiple time zones.
Desirable:
- Proficient in cloud-based SaaS applications, preferably in the Legal Practice Management industry.
- Completion or working towards a relevant tertiary qualification i.e. business or computer science degree.
Other:
- Suitable Employment Check (Background, Work Eligibility).
Benefits
We offer a fantastic and inspirational working environment!
Hybrid Work Flexibility – Enjoy a blend of in-office and remote work to suit your lifestyle.
Modern Offices – Work in a central location with great coffee and even better company.
Inclusive, Supportive Culture – Work with a genuinely friendly team that values collaboration and authenticity.
Relaxed Dress Code – Be yourself and dress comfortably, while respecting the nature of our workplace and your teammates.
Birthday Leave – Celebrate your big day with a day off, just for you.
Regular Team Events – From lunches to trivia competitions, we like to keep things social.
Professional Development – Access to training, mentoring and internal growth opportunities.