Customer Support Manager

Blinq; City of Melbourne; Hybrid; AUD 80,000 - 100,000; Full time

Benefits offered by this job

Equity & ownership

Competitive salary

Generous paid time off

Parental leave

Free food

Job summary

A tech startup in Melbourne is seeking a Customer Support Manager to lead and optimize support operations. This hybrid role focuses on enhancing team performance and ensuring excellent customer service. The ideal candidate has significant experience in customer support, particularly in tech environments, and exhibits strong leadership skills. You will mentor the team, streamline support processes, and collaborate with Cross-Functional teams to enhance the customer experience.

Qualifications

• 4–5 years’ experience in customer support roles, ideally in Tech or SaaS.
• 1–2 years’ experience leading support teams.
• Exceptional communication skills.
• Empathetic leadership style focusing on coaching.
• Strong understanding of support tools and processes.

Responsibilities

• Lead daily support operations ensuring SLAs and quality.
• Mentor and develop the support team.
• Optimize support processes and build knowledge-base content.
• Drive continuous improvement of support workflows.
• Collaborate with Product and Engineering to resolve issues.
• Introduce automation and AI solutions.

Skills

Communication skills

Leadership

Troubleshooting

Incident and Escalation Management

Tools

Zendesk

Job description

Get AI-powered advice on this job and more exclusive features.

Blinq is building the fastest, most intuitive way to share who you are and remember who you meet. What started as the world’s #1 digital business card is now the starting point for over 50 million new relationships a year and growing at unicorn pace.

Our vision is to build the world’s intelligence layer for professional relationships – one that remembers for you, prompts when it matters, and keeps you in play. If that’s the kind of scale and ambition you want to be part of, you’re in the right place.

Why You’ll Love It Here

• Rapid growth – doubling ARR every few months, expanding our product surface, and rapidly building our team across Sydney, San Francisco, Melbourne, and New York.
• Well‑resourced – $45m+ raised from the likes of Blackbird, Touring Capital, Hubspot Ventures, and Square Peg. We’re continuously investing in the people and tools that fuel our mission.
• A rare moment to join – we’re hitting an inflection point: big enough to have momentum, small enough for you to shape the journey.
• Customers love it – 140k+ reviews and a 4.9/5 rating on the App Store. People around the world rely on Blinq to make that first interaction count.
• We work in person, on purpose – we believe creativity and energy are better face‑to‑face, so we spend 3 days a week in the office and the rest where you work best.

Growth at Blinq

Our Growth team is where sales, marketing, and growth strategy collide to supercharge Blinq’s reach. We bring our story to life for customers, partners, and the broader market – showing them how a single “card share” can launch a lasting relationship. If you’re passionate about connecting big ideas to the people who need them most, this is your place to shine.

Role & Impact

We’re looking for a hands‑on Customer Support Manager with a growth mindset and a collaborative approach to help us continue delivering an exceptional level of service to our customers and our internal teams. In this role, you’ll play a key part in bridging the gap between our customers and our product, leading our support team day to day, and evolving our operations as we scale. You’ll be responsible for both operational excellence (SLAs, processes, tools) and people leadership (coaching, enablement, morale).

This is a hybrid role based in our Melbourne office.

What You’ll do

• Lead day‑to‑day support operations, staying hands‑on with queues and complex cases while ensuring SLAs, quality standards, and team targets are consistently met.
• Mentor and develop the team through regular 1:1s, clear feedback, coaching, and removing blockers to support high performance and growth.
• Own and optimise support processes, including building playbooks, SOPs, and knowledge‑base content that enable consistency, quality, and scale.
• Drive continuous improvement by identifying gaps in the support workflow, refining the ticket lifecycle, and implementing operational enhancements.
• Collaborate closely with Product, Engineering, Sales, and Marketing to solve customer issues, share insights, and influence product and roadmap decisions.
• Introduce automation and AI solutions (e.g., chatbots, workflows) in partnership with Product & Engineering to increase efficiency and elevate the customer experience.

What You’ll bring

• 4–5 years’ experience in customer support roles, ideally within Tech or SaaS environments, and 1–2 years’ experience leading support teams, including people management, coaching, and performance.
• Exceptional communication skills (verbal and written), with the ability to explain complex concepts clearly to both customers and internal teams.
• Empathetic leadership style, with a focus on coaching, psychological safety, and building a high‑performing, engaged team.
• Strong understanding of Incident and Escalation Management, and advanced troubleshooting skills.
• Hands‑on experience with support tools such as Zendesk (we currently use Zendesk).

What You Get

• Equity & ownership – we’re building something massive, and we want you to share in the upside. Genuinely.
• Competitive salary & growth path – as Blinq grows, your role and compensation grow with it – no glass ceilings here.
• Generous paid time off – at least 20 days fully disconnect each year, with a flexible policy beyond that.
• Parental leave that grows with you – 12 to 26 weeks full pay, based on tenure.
• Free food – enjoy daily breakfast and lunch at some of our offices, plus an always‑stocked snack bar.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analysing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgement. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.