Your new company

Sydney-based SaaS company on a mission to simplify complex workflows for our clients across Healthcare.

Your new role

As the Customer Service Support Manager, you’ll lead and shape the direction of our customer support operations. You’ll develop strategies, systems, and a team culture that deliver seamless, consistent, and memorable experiences for our users—while aligning closely with product, tech, and sales.

Key Responsibilities
• Design and implement best-practice customer support processes and tools
• Manage and mentor the customer service team (onshore and/or offshore)
• Drive customer satisfaction (CSAT), response time, and first contact resolution metrics
• Collaborate with cross-functional teams to deliver a unified customer journey
• Build scalable support documentation and self-service resources
• Collect customer insights to help inform product development
• Implement technologies (e.g., CRM, helpdesk platforms) to enhance service delivery
• Champion a culture of customer-centricity across the organisation

What you'll need to succeed

• 5+ years in a customer service/support leadership role, ideally in SaaS or tech
• Proven experience developing customer support strategies and scaling teams
• A strong grasp of customer experience design and operational best practices
• Excellent communication and stakeholder management skills
• Hands-on experience with customer support tools (e.g., Zendesk, Intercom, HubSpot)
• Data-driven mindset with a focus on continuous improvement
• Ability to lead through influence and bring others along the journey

What you'll get in return

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.