APAC Chief of Customer Support & Experience

Gbg Plc; Sydney; On-site; AUD 180,000 - 240,000; Full time

Job summary

GBG Plc is seeking a dynamic APAC Head of Customer Support & Experience to lead the Global Service & Operations function in APAC. You will drive end-to-end customer support, partner with regional and commercial leaders, and build a high-performing, distributed team focused on service excellence and customer outcomes.

The role emphasizes incident and change management, continuous process improvement, and the thoughtful use of AI to scale support and enhance the customer experience.

Qualifications

• Significant leadership experience in customer support, service management, ideally within a B2B SaaS or technology environment.
• Experience leading geographically distributed teams and delivering strong customer, service and people outcomes.
• Strong stakeholder management skills, within the ability to influence senior commercial and technology leaders.
• Good understanding and practical application of service management and ITIL principles.
• Strong data and operational insight, with the experience driving continuous improvement, automation and AI- enabled capabilities.
• Commercial awareness, balancing customer outcomes, service performance and operational efficiency.

Responsibilities

• Lead the delivery of the Global Service & Operations strategy across APAC customer support, ensuring regional customer and business priorities are represented.
• Own the day-to-day performance of end-to-end customer support across APAC, including L1, L2 and service management, ensuring agreed KPIs and SLAs are achieved.
• Act as a senior customer support representative for APAC, partnering closely with the regional, commercial, technology and other key stakeholders.
• Build trusted relationships with key customers and senior regional stakeholders, providing leadership for significant customer and service escalations and proactively identifying opportunities to improve the customer experience.
• Lead, coach and develop a geographically distributed team, building strong engagement, capability, accountability and a customer focused culture.
• Provide leadership and oversight for effective Incident, Problem, Change and service management practises, including service performance, resilience and continuous improvement.
• Use customer feedback, operational data and root-cause analysis to identify trends, risks and opportunities to improve the end-to-end support experience.
• Drive operational excellence through process simplification, standardisation and continuous improvement.
• Identify and lead appropriate AI and automation opportunities to improve customer experience, productivity, quality and scalability.
• Manage workforce, capacity, partners and suppliers effectively, balancing customer outcomes, operational resilience and cost efficiency.
• Work collaboratively across regions to support consistent, seamless and effective follow-the-sun customer support.

Skills

Leadership experience

Distributed teams

Stakeholder management

ITIL principles

Data-driven improvement

Automation & AI

Commercial awareness

Job description

GBG Plc is seeking a dynamic APAC Head of Customer Support & Experience to lead the Global Service & Operations function in APAC. You will drive end-to-end customer support, partner with regional and commercial leaders, and build a high-performing, distributed team focused on service excellence and customer outcomes.

The role emphasizes incident and change management, continuous process improvement, and the thoughtful use of AI to scale support and enhance the customer experience.