Customer Service Manager

Training Resources Group; Australia; A distancia; AUD 90.000 - 130.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Permanent work-from-home

Fast career growth & development with 

PHP 100,000 medical coverage for 2 dep

Descripción de la vacante

Training Resources Group (TRG) Australia seeks a Customer Service Manager to lead the Customer Support Team, System Administrators, and Data Migration Team. You will manage day-to-day support operations and ensure timely resolutions in line with SLAs.

You will mentor staff, deliver structured training, handle escalations, and collaborate with Developers, Sales, and Customer Success to deliver a seamless customer experience.

Formación

• 5+ years’ experience in customer service or support operations, preferably within a SaaS or technology environment.
• 2–3 years in a leadership role, managing support teams and driving performance against KPIs and SLA
• Proven experience in handling escalations, incident management, and cross-functional coordination.
• Demonstrated ability in coaching, training, and improving team performance and service processes.

Responsabilidades

• Lead the customer support team, ensuring all support tickets and customer issues are addressed efficiently and in line with SLAs.
• Provide ongoing mentorship and coaching to Level 1 and Level 2 team members to drive performance and ensure consistent, high-quality service delivery.
• Track and report on individual and team performance metrics, identifying areas for improvement and implementing strategies to enhance customer service outcomes.
• Oversee all escalations from all teams, ensuring complex or critical issues are resolved promptly and effectively.
• Support frontline agents by removing roadblocks and coordinating resolution efforts across relevant teams when necessary.

Conocimientos

Leadership

Customer service

Escalation management

Coaching & training

Herramientas

SaaS

Descripción del empleo

Grow your career with one of Australia's Best Student and Learning Management Systems!

• Great career progression in a rapidly expanding company
• Be part of a dynamic and successful team!
• Enjoy the convenience of Australian hours – No night shift and no rush hour travel!

Company Overview

TRG's software-arm, eSkilled is a leading provider of innovative learning management systems (LMS), student management systems (SMS), and a suite of software solutions designed to enhance education and training experiences. Our products support a wide range of industries by offering eLearning solutions, SMS, LMS, and custom development. For more information, visit eSkilled.com.au.

Role Overview

The Customer Service Manager is responsible for managing the following functional teams:

• Customer Support Team
• System Administrators
• Data Migration Team

Primary responsible to ensure timely and effective resolution of customer enquiries and issues. This role involves overseeing day-to-day support operations, managing escalations, and maintaining performance standards in line with SLAs. The Customer Service Manager will also be responsible for coaching and mentoring staff, delivering structured training programs, and driving continuous improvement initiatives across the support function. They will work closely with cross-functional teams—such as Developers, Sales, and Customer Success—to ensure a consistent and seamless customer experience.

Requirements

Responsibilities

• Lead the customer support team, ensuring all support tickets and customer issues are addressed efficiently and in line with SLAs.
• Provide ongoing mentorship and coaching to Level 1 and Level 2 team members to drive performance and ensure consistent, high-quality service delivery.
• Track and report on individual and team performance metrics, identifying areas for improvement and implementing strategies to enhance customer service outcomes.
• Oversee all escalations from all teams, ensuring complex or critical issues are resolved promptly and effectively.
• Support frontline agents by removing roadblocks and coordinating resolution efforts across relevant teams when necessary.

Training & Capability Development

• Develop and deliver structured training programs for new hires, as well as ongoing training for existing support staff.
• Ensure the team stays up to date with new product features, tools, and service procedures to maintain high standards of support delivery.

Cross-Functional Collaboration

• Liaise with key departments such as Dev Ops, Subscriptions, Sales, and Customer Success to communicate client feedback, surface recurring issues, and improve the end-to-end customer journey.
• Act as a voice of the customer to ensure product and service decisions are informed by frontline insights.

Operational Excellence & Process Improvement

• Identify inefficiencies and process gaps within support workflows and recommend improvements to enhance team productivity and customer satisfaction.
• Collaborate with the management team to implement process enhancements and ensure ongoing service optimisation.

Qualifications

• 5+ years’ experience in customer service or support operations, preferably within a SaaS or technology environment
• 2–3 years in a leadership role, managing support teams and driving performance against KPIs and SLA
• Proven experience in handling escalations, incident management, and cross-functional coordination
• Demonstrated ability in coaching, training, and improving team performance and service processes.

What’s in it for You?

• Permanent work-from-home
• Fast career growth & development with our internal promotion
• PHP 100,000 medical coverage for 2 dependents