Customer Service Lead (Hospitality Tech)

Location: Sydney, New South Wales, Australia; hybrid workplace

Company

hirify.global is a hospitality technology scaleup that helps customers discover restaurants and access real-time dining deals while helping venues fill tables, increase foot traffic, and grow revenue.

What you will do

• Lead the day-to-day Australian customer support operation and manage a team of 30+ agents based primarily in the Philippines.
• Manage staffing, rosters, attendance, shift coverage, queues, service targets, and performance across chat, email, and other support channels.
• Own recruitment, interviews, selection, onboarding, and training to help new agents become productive quickly.
• Track productivity, SLAs, quality, and backlogs, taking action to resolve performance and service issues.
• Coach agents and frontline supervisors through one-on-ones, feedback, performance management, and development.
• Improve processes, training, workflows, and support tools while assisting with complex customer issues.

Requirements

• At least 3 years of direct people management experience in customer service or high-volume operations.
• Experience managing staffing, performance, recruitment, and onboarding.
• Experience leading offshore or remote teams, ideally in the Philippines.
• Experience using performance data to improve productivity, quality, and service levels.
• Strong organisation, attention to detail, communication skills, and confidence in direct performance conversations.
• Comfort with hands-on management of rosters, attendance, productivity, underperformance, and distributed teams.

Nice to have

• Experience with Zendesk, live chat, workforce management, hospitality, marketplaces, or fast-growing technology businesses.

Culture & Benefits

• Ownership of an operation with significant opportunities for improvement.
• Direct collaboration with senior leadership and visible impact from operational improvements.
• Opportunity to build teams, processes, standards, and frontline leadership capability during a period of growth.
• hirify.global staff discounts and dining vouchers.