Manager, Customer Support

Location: Sydney, Australia

Company

hirify.global connects technology manufacturers and cloud providers with business-to-business technology partners worldwide, offering hardware, cloud subscriptions, technology services, and the AI-powered Xvantage digital platform.

What you will do

• Lead day-to-day operations for the APAC support team, including workload management, queue reviews, coverage, standups, and shift handoffs.
• Own customer escalations through resolution, coordinate cross-functional teams, and communicate proactively with key stakeholders.
• Monitor SLA, first response, resolution time, backlog, aged tickets, reopen rates, and CSAT to identify trends and risks.
• Improve ticket hygiene, case quality, documentation, customer communication, support workflows, and KCS practices.
• Use automation, AI, self-service, and knowledge management to reduce routine support volume and improve efficiency.
• Coach and develop the team, manage performance and quality, and partner with Problem Management, Product, Engineering, and regional support leadership.

Requirements

• 5+ years of experience in technical or customer support operations in a high-volume environment.
• 2+ years of experience managing support teams or operational staff.
• Experience running SLA-driven support operations, including escalations, backlog, KPI performance, reporting, and continuous improvement.
• Hands-on experience with Zendesk, ServiceNow, Jira Service Management, or similar ticketing platforms.
• Experience with global 24x7 follow-the-sun support operations, including after-hours or on-call coverage.
• Bachelor’s degree in a related field or equivalent experience, plus strong customer focus, communication, prioritization, and stakeholder management skills.

Culture & Benefits

• International business environment within a large technology solutions provider.
• Access to LinkedIn Learning, training courses, and on-the-job development.
• National and international career opportunities across EMEA and APAC.
• Equal-opportunity workplace with a focus on diversity and inclusion.
• Employment is subject to relevant pre-employment background checks.