Assistant Director, Customer Support - Lead Frontline Team

Best Practice Software; Sharon; On-site; AUD 90,000 - 150,000; Full time

Benefits offered by this job

B-Perks Program

Job summary

Best Practice Software in Bundaberg is seeking an Assistant Director, Customer Support to lead our Contact Centre, oversee Tier 1 support, and shape the customer support strategy across Australasia. The role requires senior leadership experience and a drive to improve service quality while aligning with our mission and values.

You’ll collaborate across directorates, manage resources, and champion continual improvement, with flexibility and purpose in a health IT environment.

Qualifications

• Significant experience leading leaders and teams in a complex customer environment.
• Proven ability to set long-term direction and translate it into practical plans.
• Strong operational awareness including service levels, QA, and workforce planning.
• Capable of managing complex stakeholder relationships and negotiating outcomes.
• Demonstrated coaching style that grows people and encourages learning.
• Honesty, accountability, and reliability in living values.
• Adaptability and calm under pressure with multiple priorities.
• Experience with health technology or Australasian health sector is a plus.

Responsibilities

• Lead the Contact Centre stream, setting clear priorities, coaching your leaders and building a team culture people love.
• Direct our helpdesk and Tier 1 support operations, ensuring responsive, professional and accurate support for customers.
• Shape and drive customer support strategy using reporting, BI and insights to lift service quality and performance.
• Partner with the Assistant Director, Technical Support so customers move to specialist help and act as senior escalation for complaints and key issues.
• Partner with the Director to plan for the future, manage resources and performance, and champion quality, knowledge and continual improvement across the directorate.

Skills

Team leadership

Strategic leadership

Operational awareness

Stakeholder management

Coaching leadership

Education

Tertiary qualification

Post-graduate qualification ideal

Job description

Best Practice Software in Bundaberg is seeking an Assistant Director, Customer Support to lead our Contact Centre, oversee Tier 1 support, and shape the customer support strategy across Australasia. The role requires senior leadership experience and a drive to improve service quality while aligning with our mission and values.

You’ll collaborate across directorates, manage resources, and champion continual improvement, with flexibility and purpose in a health IT environment.