Customer Service Manager

people2people; City of Melbourne; Hybrid; AUD 110,000 - 135,000; Full time

Benefits offered by this job

Onsite parking

WFH flexibility

Mentorship from CEO

Job summary

people2people is seeking a hands-on leader to head a team of six in customer service and service delivery, overseeing operations, escalations and performance improvements. The role focuses on transitioning systems from NetSuite to Autotask, driving automation and AI initiatives, and implementing KPI and reporting frameworks.

You will mentor the team, optimise workflows and support growth initiatives within a growing telecommunications and technology provider, with onsite parking and some WFH

Qualifications

• Experience leading customer service, service delivery or operations teams.
• Strong background in systems optimisation and process improvement.
• Experience managing change and driving performance improvements.
• Hands-on leadership style with a proactive approach.
• Telecommunications experience highly regarded.
• Exposure to Autotask, NetSuite, MSP, telecommunications or ICT environments highly regarded.

Responsibilities

• Lead day-to-day customer service and service delivery operations.
• Coach the team and manage escalations.
• Improve processes and drive successful adoption of new systems and automation.
• Develop and implement KPIs, reporting and accountability frameworks.
• Drive systems optimisation and digital transformation initiatives.
• Support operational projects and business growth initiatives.

Skills

People leadership

Systems optimisation

Process improvement

Change management

Telecom experience

Autotask/NetSuite exposure

Tools

Autotask

NetSuite

Job description

Reporting directly to the CEO, this newly created leadership role offers the opportunity to lead a team of six customer service and service delivery professionals while driving systems optimisation, process improvement and business transformation within a growing telecommunications and technology provider supporting clients across healthcare, warehousing and engineering sectors.

About the Role

You'll lead day-to-day customer service and service delivery operations while playing a key role in business improvement initiatives. This is a hands-on position where you'll coach the team, manage escalations, improve processes and drive successful adoption of new systems and automation.

Key Focus Areas:

• Lead and develop a team of 6 customer service/service delivery staff
• Oversee customer service operations, ticket management and service performance
• Finalise the transition from NetSuite to Autotask
• Drive systems optimisation, automation and AI initiatives
• Implement KPIs, reporting and accountability frameworks
• Improve workflows, processes and team capability
• Support operational projects and business growth initiatives

About You:

• Experience leading customer service, service delivery or operations teams
• Strong background in systems optimisation and process improvement
• Experience managing change and driving performance improvements
• Hands-on leadership style with a proactive approach
• Telecommunications experience highly regarded
• Exposure to Autotask, NetSuite, MSP, telecommunications or ICT environments highly regarded

What's on Offer?

• $110-135k + Super
• Direct access to and mentorship from the CEO
• Opportunity to shape systems, processes and team performance
• Growing telecommunications and technology business
• Onsite parking and some WFH flexibility

This role is ideal for a hands-on leader who enjoys developing people, improving systems and delivering measurable business outcomes.