TL;DR

Manager Technical Support (Customer Support): Leading a team of client-facing technical specialists providing Level 1 support for %hirify_global%'s products and services with an accent on operational excellence, escalation management, and continuous improvement. Focus on managing workflows, driving client satisfaction, and collaborating cross-functionally to resolve complex issues.

Location: Sydney, Australia

Company

%hirify_global% is a global data and technology company operating across multiple industries including financial services and healthcare, with a focus on data, analytics, and software solutions.

What you will do

Lead and inspire a team delivering Level 1 technical support for %hirify_global%'s products and services.
Manage ticket workflows, monitor SLAs, and drive timely resolution of client requests.
Serve as escalation point for complex technical issues, collaborating across teams.
Champion continuous improvement initiatives to enhance processes and client experience.
Monitor performance metrics and analyze data to identify trends and efficiency opportunities.

Requirements

Location: Must be based in Sydney, Australia
Bachelor's degree or equivalent experience in business, IT, or related field.
Minimum 5+ years in client services or technical support with 2+ years in leadership.
Experience managing teams in a B2B hybrid environment, preferably in financial services or technology.
Proficiency in SQL, XML, JSON, HTML, JavaScript, CSS, and advanced Excel.
Experience with API methodologies and integration.

Culture & Benefits

Flexible hybrid work environment with flexible time off policies.
Competitive compensation package including bonus and share discounts.
Comprehensive wellness programs and family-friendly leave policies.
Focus on diversity, equity, inclusion, and employee development.
Recognized as a top workplace globally with award-winning culture.