APAC Customer Support & Experience Leader

GBG; Sydney; On-site; AUD 180,000 - 260,000; Full time

Job summary

GBG, APAC Head of Customer Support & Experience role, leads the strategic direction for customer service excellence across APAC. You will steer end-to-end support, performance management, and collaboration with regional and commercial leaders to deliver a superior customer experience.

You will empower a distributed team, drive operational rigor with ITIL practices, and explore AI-enabled improvements to scale service quality and efficiency across the region.

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 data and operational insight, with the experience driving continuous improvement, automation and AI-enabled capabilities.

Responsibilities

• Lead the delivery of the APAC customer support and experience strategy, ensuring alignment with regional and business priorities.
• Own day-to-day performance of end-to-end APAC support, including incident and service management, with KPIs and SLAs met.
• Build trusted relationships with key customers and regional stakeholders and manage major escalations.
• Coach and develop a geographically distributed team with a customer-focused culture.
• Provide leadership for Incident, Problem, Change, and service management practices.

Skills

Leadership Experience

B2B SaaS

Stakeholder Management

ITIL Principles

AI & Automation

Job description

GBG, APAC Head of Customer Support & Experience role, leads the strategic direction for customer service excellence across APAC. You will steer end-to-end support, performance management, and collaboration with regional and commercial leaders to deliver a superior customer experience.

You will empower a distributed team, drive operational rigor with ITIL practices, and explore AI-enabled improvements to scale service quality and efficiency across the region.