Customer Support manager

Real Estate Digital HQ; City of Melbourne; On-site; AUD 100,000 - 150,000; Full time

Job summary

RedHQ, founded in 2016, is seeking a Customer Support Manager to lead the day‑to‑day operations of the customer support function. You will manage a team of specialists across Australia and the Philippines, ensuring clients receive a consistently high standard of service while handling escalations when needed.

You will monitor performance against SLAs, coach staff, optimize processes, and work with clients to resolve complex issues.

Qualifications

• Proven experience leading a customer support or service team.
• Experience managing remote or distributed teams.
• Strong experience with support ticketing systems (prefer Zendesk).
• Experience handling multi-channel support (email, chat, phone).
• Solid understanding of SLAs, metrics, QA and team performance.

Responsibilities

• Lead, support and develop Customer Support Specialists across Australia and the Philippines.
• Monitor team output, productivity, quality and adherence to SLAs.
• Set clear expectations around performance, communication and customer service.
• Identify performance gaps and drive capability improvements.
• Provide regular coaching and feedback to the team.
• Oversee day-to-day support across Zendesk (email, live chat, phone).
• Prioritise and allocate requests; act as escalation point for complex issues.
• Develop and maintain support policies, procedures and processes.
• Identify inefficiencies and implement improvements to boost effectiveness.

Skills

Team leadership

Remote teams

Zendesk

Multi-channel support

SLA management

Conflict resolution

Time management

Communication

Tools

Zendesk

Job description

As Customer Support Manager, you will be responsible for the day-to-day leadership, performance and effectiveness of the Customer Support function. You'll manage a team of Customer Support Specialists across Australia and the Philippines, ensuring clients receive a consistently high standard of service regardless of who they interact with or where that team member is based. This is a hands-on leadership role. While your focus will be on managing and improving the team, you'll also be expected to get on the tools when required, assist with complex or escalated issues and occasionally work directly with clients.

Key responsibilities

• Lead, support and develop Customer Support Specialists across Australia and the Philippines.
• Monitor team output, productivity, quality and adherence to internal SLAs.
• Set clear expectations around performance, communication and customer service.
• Identify performance gaps and work with team members to improve capability and outcomes.
• Provide regular coaching, feedback and support to the team.
• Oversee the day-to-day support function across Zendesk, including emails, live chat and phone support.
• Monitor incoming support volumes and ensure requests are appropriately prioritised and allocated.
• Act as the primary escalation point for complex, sensitive or challenging customer issues.
• Develop, implement and maintain support policies, procedures and processes.
• Identify inefficiencies and implement improvements to make the department more effective.

About you

• Proven experience managing a customer support or service team.
• Experience managing remote or geographically distributed teams.
• Strong experience working with support ticketing systems, ideally Zendesk.
• Experience managing support through multiple channels including email, chat and phone.
• Strong understanding of SLAs, support metrics, quality assurance and team performance.
• Excellent conflict resolution and difficult conversation skills.
• Strong organisational and time-management skills.
• The ability to remain calm and solutions-focused under pressure.
• A natural ability to identify problems and implement practical solutions.
• Strong written and verbal communication skills.

About us

Founded in 2016, RedHQ has grown from a vision into a powerful platform tailored to meet the unique needs of the real estate industry. As an industry-owned company, our mission is to deliver a reliable, cost effective solution that securely stores critical data while streamlining the everyday operations of real estate offices nationwide. We are dedicated to empowering real estate professionals with intuitive, future-proof technology that drives brand growth and enhances operational efficiency.