TL;DR

Manager Customer Product Support: Leading and scaling the APAC Customer Product Support Team with an accent on operational excellence, KPI attainment, and customer escalation management. Focus on coaching, cross-functional collaboration, and driving product and process improvements.

Location: Based in Sydney office with hybrid schedule (office-centric on Tue-Thu)

Salary: 143,000–162,000 AUD base

Company

%hirify_global% is a leading platform for human + AI collaboration, recognized for workplace culture and innovation with 13+ offices worldwide.

What you will do

Lead and develop the APAC Customer Product Support Team, managing individual contributors and fostering a coaching culture.
Own team-wide KPIs including CSAT, SLA attainment, backlog management, and escalations, driving continuous improvements.
Act as senior escalation point for high-visibility customer issues, coordinating with internal teams and customers.
Partner with Product Support Engineers to ensure readiness for new product rollouts and features.
Provide insights and feedback on product issues, customer trends, and process gaps to senior leadership.
Model excellent communication and strategic influence across customers and internal stakeholders.

Requirements

Location: Must be based in Sydney office with hybrid attendance Tue-Thu
6+ years in customer-facing support or success roles, with 3+ years people leadership in SaaS.
Experience managing support teams handling SMB to Enterprise customers and high-visibility escalations.
Strong communication, analytical skills, and ability to use data to identify trends and risks.
Passion for building high-performing teams and fostering a culture of accountability and customer-first execution.
Curiosity about AI tools and emerging technologies with willingness to learn and apply them.

Culture & Benefits

Comprehensive compensation with base salary, equity, and incentives.
Mental health, wellness, and fitness benefits.
Career coaching and support.
Inclusive family building benefits.
Long-term savings or retirement plans.
In-office culinary options catering to dietary preferences.