Customer Support Group Manager
About Our Client
Our client, a leading software platform for the property management industry, is on a mission to redefine industry standards through innovation. With a focus on fostering a culture of growth and empowerment, they're seeking a skilled Customer Support Group Manager to join their team.
Job Description
The main responsibilities will include but not limited to:
• Lead, organise, and inspire a growing Customer Support Group
• Possess a problem-solving mindset and collaborate closely with operational, product and technical teams to enhance the customer product experience.
• Work with internal stakeholders to ensure continuous improvement in our customer service levels
• Thrive in cross-functional teams within a dynamic work environment.
• Serve as a mentor and escalation point for customer issues, ensuring swift and effective resolution.
• Foster a positive and vibrant culture within the support group.
• Analyse data trends to identify opportunities for efficiency improvements and establish internal feedback loops for ongoing enhancements.
• Develop and maintain reporting tools and dashboards to monitor activity, uncover trends, and provide insights for long-term solutions.
• Provide professional development, training, and mentorship to support team leads.
• Uphold and surpass customer expectations in alignment with our service level agreements.
• Define pathways for customers to self-serve, minimising the need for direct engagement, and take ownership of the support knowledge base.
The Successful Applicant
We're in search of a passionate and energetic Customer Support Group Manager to lead and scale a high-performing team dedicated to delivering world-class support to our diverse user base. You are an experienced technical leader with 5+ years of team management experience in fast-paced customer support environments across multiple levels.
Championing a customer-centric approach, you strive for excellence in every interaction and have a proven track record in building and leading customer-facing support teams. Your strong leadership, problem-solving, and analytical skills, coupled with your ability to collaborate across teams, makes you an ideal candidate.
Success in this role requires a knack for optimising processes, achieving KPIs, and leveraging data to drive superior outcomes for our customers. Additionally, your experience in providing quality support for both B2B and B2C SaaS and/or other technology platforms, along with your strong planning, organising, and conflict resolution skills, will be invaluable in maintaining a positive and vibrant culture within the support group.
What's on Offer
• Permanent Full-time Role
• Dynamic, innovative and growing business
• $140,000 - $150,000 + super (pending experience)
• CBD Location with WFH options Hybrid
Our client, a leading software platform for the property management industry, is on a mission to redefine industry standards through innovation. With a focus on fostering a culture of growth and empowerment, they're seeking a skilled Customer Support Group Manager to join their team.
Job Description
The main responsibilities will include but not limited to:
• Lead, organise, and inspire a growing Customer Support Group
• Possess a problem-solving mindset and collaborate closely with operational, product and technical teams to enhance the customer product experience.
• Work with internal stakeholders to ensure continuous improvement in our customer service levels
• Thrive in cross-functional teams within a dynamic work environment.
• Serve as a mentor and escalation point for customer issues, ensuring swift and effective resolution.
• Foster a positive and vibrant culture within the support group.
• Analyse data trends to identify opportunities for efficiency improvements and establish internal feedback loops for ongoing enhancements.
• Develop and maintain reporting tools and dashboards to monitor activity, uncover trends, and provide insights for long-term solutions.
• Provide professional development, training, and mentorship to support team leads.
• Uphold and surpass customer expectations in alignment with our service level agreements.
• Define pathways for customers to self-serve, minimising the need for direct engagement, and take ownership of the support knowledge base.
The Successful Applicant
We're in search of a passionate and energetic Customer Support Group Manager to lead and scale a high-performing team dedicated to delivering world-class support to our diverse user base. You are an experienced technical leader with 5+ years of team management experience in fast-paced customer support environments across multiple levels.
Championing a customer-centric approach, you strive for excellence in every interaction and have a proven track record in building and leading customer-facing support teams. Your strong leadership, problem-solving, and analytical skills, coupled with your ability to collaborate across teams, makes you an ideal candidate.
Success in this role requires a knack for optimising processes, achieving KPIs, and leveraging data to drive superior outcomes for our customers. Additionally, your experience in providing quality support for both B2B and B2C SaaS and/or other technology platforms, along with your strong planning, organising, and conflict resolution skills, will be invaluable in maintaining a positive and vibrant culture within the support group.
What's on Offer
• Permanent Full-time Role
• Dynamic, innovative and growing business
• $140,000 - $150,000 + super (pending experience)
• CBD Location with WFH options Hybrid
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