Global Head of Customer Support & Incident Excellence

Spacetalk trading as MGM Wireless Holdings Pty Ltd; Sydney; Hybrid; AUD 150,000 - 210,000; Full time

Benefits offered by this job

Hybrid work model

Flexible work day

Occasional international travel

Job summary

Spacetalk is seeking a Head of Customer Support based in Sydney CBD to lead its global support for wearable devices, software and mobile services. The role blends strategic leadership with hands-on operation, with four days in the office and one flexible day, reporting to the COO and collaborating with Product, Engineering and external partners.

You will redesign the customer support model, drive performance, handle major incidents and prepare teams for product changes.

Qualifications

• Eight+ years leading customer support operations.
• Experience managing offshore BPO vendors or outsourced support.
• Hands-on Intercom experience with workflows, routing and reporting.
• Experience leading multi-channel support with defined SLAs.
• Strong data literacy and executive communication skills.

Responsibilities

• Lead customer support across all channels and service teams.
• Set service standards, rhythms, escalations, and reporting.
• Own the support scorecard: response times, resolution times, CSAT, backlog.
• Manage capacity, budgets, and offshore vendor performance.
• Oversee Intercom configuration and other support systems.
• Coordinate with Product and Engineering for releases and changes.
• Lead incident responses and post-incident reviews.

Skills

Leadership

Offshore vendor management

Intercom

Multi-channel support

Data analytics

Incident response

Budgeting

Stakeholder management

Education

Bachelor's degree in a relevant field

Tools

Intercom

CRM systems

Knowledge management tools

Job description

Spacetalk is seeking a Head of Customer Support based in Sydney CBD to lead its global support for wearable devices, software and mobile services. The role blends strategic leadership with hands-on operation, with four days in the office and one flexible day, reporting to the COO and collaborating with Product, Engineering and external partners.

You will redesign the customer support model, drive performance, handle major incidents and prepare teams for product changes.