Manager Technical Support

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.