Global Support Director - Flexible Leadership

Fluent Commerce; Sydney; On-site; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Flexible work options

Sydney city office

Generous leave policies

Career development allowance

Inclusive culture

Job summary

Fluent Commerce seeks a Head of Global Support to lead the customer support function across our global operations. You will drive strategic initiatives, oversee incident management, and partner with product and tech teams to enhance the support model for SLAs and customer experience.

You will mentor a high-performing team, improve processes, and maintain a customer-obsessed approach while collaborating with cross-functional stakeholders including engineering, sales, and success teams.

Qualifications

• Experience in a technical support role with SaaS experience.
• 3+ years of leadership in support operations.
• Ability to interact with customers, partners and internal stakeholders.

Responsibilities

• Lead the Global Customer Support function and drive strategic initiatives.
• Develop strong relationships with customers, partners and internal teams.
• Oversee incident and problem management lifecycle and RCA communications.
• Continuously optimise support processes to meet SLAs using data-driven insights.
• Advocate for customers and partners across the organisation.

Skills

Leadership

Stakeholder management

Communication

Data analytics

Customer focus

Tools

Jira Service Management

Cloud platforms (AWS)

Job description

Fluent Commerce seeks a Head of Global Support to lead the customer support function across our global operations. You will drive strategic initiatives, oversee incident management, and partner with product and tech teams to enhance the support model for SLAs and customer experience.

You will mentor a high-performing team, improve processes, and maintain a customer-obsessed approach while collaborating with cross-functional stakeholders including engineering, sales, and success teams.