Global Manager, Support & Operations — Offshore Teams Lead

Podium; Melbourne; On-site; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Health & wellbeing allowance

4 weeks annual leave

Melbourne office in CBD

Snacks & drinks

Catered lunch

Job summary

Podium is seeking a Manager, Support & Operations in Melbourne to lead Product Support Specialists in the Philippines and Pakistan, and to own how support work flows across local and offshore teams from a Melbourne base.

This senior, hands‑on role combines people leadership with operational ownership, overseeing triage, escalation and resolution while ensuring CX alignment with Engineering and Product. You’ll influence outcomes across time zones.

Qualifications

• 5+ years in technical or product support.
• 2+ years leading a support team.
• Experience managing distributed or offshore teams.
• Proven ability to drive accountability through influence with peers and partner teams.
• Customer-first mindset with clear communication across channels.

Responsibilities

• Own how tickets move from triage through each support tier, escalation and resolution.
• Define ownership, handover expectations and follow‑through across local and offshore teams, and hold teams to them.
• Act as the escalation point for complex or high‑priority cases.
• Monitor workflow health (ageing tickets, handover quality, escalation follow‑through) and act early on bottlenecks.
• Make sure every escalated issue has a named owner, a scheduled next update and a confirmed outcome.
• Communicate confirmed resolutions back to customers and the teams involved.
• Hold Product and Engineering to agreed SLAs on escalated issues.
• Establish shared support processes with the TPS Manager.
• Lead, coach and develop Product Support Specialists in the Philippines and Pakistan.

Skills

Tech support

SaaS experience

Team leadership

Distributed/offshore teams

Data-driven metrics

Tools

Zendesk

Salesforce

Intercom

Job description

Podium is seeking a Manager, Support & Operations in Melbourne to lead Product Support Specialists in the Philippines and Pakistan, and to own how support work flows across local and offshore teams from a Melbourne base.

This senior, hands‑on role combines people leadership with operational ownership, overseeing triage, escalation and resolution while ensuring CX alignment with Engineering and Product. You’ll influence outcomes across time zones.