Regional Support Team Lead (SaaS)

TL;DR

Regional Support Team Lead (SaaS): Leading and coaching the customer support team in the ANZ region to ensure world-class service delivery for beauty professionals with an accent on operational optimization and team leadership. Focus on managing complex escalations, governing the Help Centre, and improving key customer performance metrics.

Location: Remote (Must be based in Victoria, Australia and legally entitled to work in Australia)

Company

hirify.global is a leading service commerce platform providing end-to-end SaaS solutions for the home, health, and wellness industries.

What you will do

• Lead and coach direct reports to enhance customer experience and exceed key support metrics.
• Optimize ANZ support operations through the development and execution of team-level initiatives.
• Manage day-to-day operations, motivating the team to meet performance goals.
• Own and optimize the Help Centre to improve the self-service experience for customers.
• Handle customer escalations to resolve complex scenarios and prevent churn.

Requirements

• Strong background in Customer Support, preferably within a SaaS environment.
• Proven success in managing escalations and delivering excellent customer experiences.
• Ability to make thoughtful decisions balancing team, customer, and business needs.
• Strong communication, interpersonal, and problem-solving skills.
• Legal entitlement to work in Australia.
• Based in Victoria, Australia.

Nice to have

• Experience in the Beauty or Hair industry.

Culture & Benefits

• Inclusive culture that values diversity and unique perspectives.
• Commitment to work-life balance with additional annual leave.
• Professional development budget to support continuous growth.
• Annual wellness allowance for overall wellbeing.