Customer Support Operations Manager

Auto IT; City of Melbourne; Remote; AUD 85,000 - 115,000; Full time

Benefits offered by this job

Remote-first

Profit sharing

Additional leave

Employee Assistance Program

Professional development

Job summary

Auto IT is seeking a Support Operations Manager to lead Customer Service and Implementation Team Leads across Australia, New Zealand and Southeast Asia. You will ensure high-quality support while partnering with cross-functional teams on onboarding and projects.

Ideal candidates will have 7+ years in customer or technical support management, proven multi-region SaaS leadership, and a data-driven mindset with strong coaching skills. Travel readiness is expected.

Qualifications

• Bachelor's degree in Business or IT or equivalent experience.
• Experience leading multi-region SaaS support teams.
• Strong process improvement and automation track record.

Responsibilities

• Lead Customer Service and Implementation Team Leads across Australia, NZ and SEA.
• Ensure consistent support delivery, issue resolution, and customer satisfaction.
• Partner on resource planning for project work and product releases.
• Standardise workflows, SLAs, and KPIs for scalable support.
• Own escalations and drive root-cause fixes with Product/Development.
• Identify automation opportunities using data.

Skills

Leadership

Customer Support

Multi-region management

SaaS experience

DMS knowledge

Data-driven decision making

ITIL familiarity

Coaching

Communication

Education

Bachelor's degree in Business/IT

Tools

Zendesk/ServiceNow

Job description

We're a successful software company with a team spanning Australia, New Zealand, Malaysia and Thailand, specialising in dealer management systems for retail dealerships across automotive, trucking, agriculture and construction equipment. Over the last 35 years, we've brought a number of industry-leading dealer management systems to market, helping our clients run their dealerships more effectively, efficiently and profitably.

Auto IT is wholly owned by The Perseus Group, an operating group of Constellation Software Inc., a well-capitalised, global publicly traded company specialising in vertical market software.

It's an exciting time for our business. With offices globally, we offer career progression and professional development as part of a team dedicated to supporting clients across the Asia Pacific region.

About the role

The Support Operations Manager is responsible for overseeing the Customer Service and Implementation Team Leads and their respective teams across Australia, New Zealand, and Southeast Asia. This role ensures the delivery of high-quality customer support services while enabling the teams’ participation in implementation projects alongside the Service Delivery Practice Manager. The Support Operations Manager works cross-functionally with Product, Service Delivery, Data Services, and Tech Services to ensure seamless customer experiences across support and onboarding journeys.

Key responsibilities

Lead and coach the Customer Service and Implementation Team Leads across Australia, New Zealand and South East Asia, ensuring alignment with business goals and service standards

Ensure consistent support delivery, issue resolution, and customer satisfaction across regions

Partner with the Service Delivery Practice Manager on resource planning and readiness of support teams for project work

Standardise workflows, SOPs, SLAs and KPIs so support is consistent and scalable

Own critical escalations and work with Product and Development to fix root causes

Find automation and efficiency opportunities and use data to drive decisions

Get support ready for every new product release

Act as the final escalation point for critical support issues across products and regions

Define, monitor, and report on KPIs for support teams, including ticket response and resolution rates, CSAT scores, and resource utilisation

Prepare weekly and monthly performance reports for the Director of Operations and senior management

About you

7+ years in a customer support or technical support management role

Proven experience managing multi-region support teams in a SaaS or DMS environment

Proven track record in process improvement, automation, and support operations scaling

Proven track record working within a large, global software business

Strong knowledge of DMS software, SaaS applications, and troubleshooting methodologies

Proficiency with ticketing systems

Familiarity with ITIL frameworks, escalation management, and customer service best practices

Proven strong leadership and coaching abilities

Excellent communication and conflict resolution skills

Bachelor's degree in a relevant field (Business, IT, or equivalent experience preferred)

A data-driven, strategic mindset paired with strong coaching and communication skills

Willingness to travel

Why Auto IT?

You’ll get real influence in a business big enough to back you and small enough that your impact is visible. Working with a great team, you will have the opportunity to lead, coach and grow your people. We offer a remote first working model along with attractive remuneration, the opportunity to earn profit sharing and achievement bouses, and a range of employee benefits including additional leave, an Employee Assistance Program and access to world class professional development.