2 дня назад
Senior Customer Support Manager
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Senior Customer Support Manager (Customer Operations): Leading customer support leaders and teams in a critical, fast-growing function with an accent on service excellence, operational metrics, workforce planning, and cross-functional collaboration. Focus on coaching emerging managers, optimizing capacity and performance, reducing customer pain points, and embedding change across products, processes, and technology.
Location: Hybrid role based in Richmond, Melbourne VIC, Australia
Company
is a property technology company helping people find and finance their next home while delivering customer and operational solutions across its products.
What you will do
- Lead high-performing customer support teams and leaders to deliver service excellence, customer loyalty, and value.
- Act as deputy to the Head of Support and lead day-to-day function operations when required.
- Coach and mentor emerging leaders, strengthening people leadership, performance management, and change leadership capabilities.
- Own service levels, response and resolution times, quality, NPS, productivity, and efficiency metrics.
- Lead forecasting, capacity planning, operational risk management, and continuous process improvement.
- Partner with Product, Technology, Sales, Marketing, Finance, Legal, and other stakeholders to resolve systemic issues and support transformation initiatives.
Requirements
- Significant experience in a fast-paced, complex, and change-intensive customer service or operational environment.
- Experience leading multiple teams or leaders and developing people managers.
- Proven ability to improve customer and employee experiences through creative problem solving and cross-functional collaboration.
- Experience with structured continuous improvement, including Lean or data-led experimentation.
- Strong knowledge of operational metrics, forecasting, capacity planning, and workforce staffing plans.
- Resilience, adaptability, stakeholder management skills, and the ability to lead through ambiguity and change.
Culture & Benefits
- Hybrid and flexible approach to working.
- Flexible leave options, including birthday leave and the ability to purchase additional leave.
- Flexible parental leave for primary and secondary carers.
- Because We Care program with volunteering leave, community grants, matched payroll giving, and community initiatives.
- Hackdays for developing and testing new ideas.
- Focus on physical, mental, emotional, and financial wellbeing, learning, diversity, equity, and inclusion.
Будьте осторожны: если работодатель просит войти в их систему, используя iCloud/Google, прислать код/пароль, запустить код/ПО, не делайте этого - это мошенники. Обязательно жмите "Пожаловаться" или пишите в поддержку. Подробнее в гайде →