Customer Service Manager

Training Resources Group, Inc.; Sydney; Remote; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Permanent work-from-home

Fast career growth

Medical coverage for dependents (PHP ,

Job summary

Training Resources Group, Inc. seeks a Customer Service Manager to lead the customer support, system administrators, and data migration teams.

You will oversee day-to-day operations, escalations, and performance against SLAs, while coaching staff and driving training programs to improve the customer experience. You will work with Developers, Sales, and Customer Success to ensure a seamless journey for clients, delivering continuous improvement across the support function in a fast-growing SaaS

Qualifications

• 5+ years’ experience in customer service or support operations in SaaS/tech.
• 2–3 years in a leadership role managing support teams and KPIs/SLA.
• Proven experience in handling escalations and incident management.
• Strong coaching, training, and process-improvement skills.

Responsibilities

• Lead the customer support team to meet SLAs and resolve issues efficiently.
• Mentor Level 1 & 2 staff and drive performance through coaching.
• Oversee escalations and coordinate cross-functional resolution.
• Develop and deliver structured training for new and existing staff.
• Collaborate with DevOps, Subscriptions, Sales, and Customer Success.

Skills

Customer ops experience

Leadership (2-3 yrs)

Escalations

Coaching & Training

Job description

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 ensuretimely 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

• Team Leadership & People Management
  • 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.
• Escalation & Incident Management
  • Oversee all escalations from al 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