Global Support & Offshore Operations Lead

Winslow; Melbourne; Hybrid; AUD 120,000 - 170,000; Full time

Benefits offered by this job

Health & wellbeing allowance

4 weeks annual leave

Melbourne CBD office access with end‑u

Snacks and drinks

Job summary

Podium in Melbourne is seeking a Manager, Support & Operations to own how tickets move across triage, escalation and resolution, including offshore teams in the Philippines and Pakistan. You will define ownership, handover expectations and escalation processes, and act as the escalation point for high-priority cases.

You’ll drive workflow health, ensure named owners, and align with Product and Engineering on SLAs.

Qualifications

• 5+ years in technical or product support within SaaS or tech, including 2+ years leading a support team.
• Proven ability to drive accountability through influence with peers and partner teams.
• Experience managing distributed or offshore teams across countries and time zones.

Responsibilities

• Own how tickets move from triage through each support tier, escalation and resolution.
• Define ownership and handover expectations across local and offshore teams.
• Act as escalation point for complex or high-priority cases.
• Monitor workflow health and address bottlenecks early.
• Coach and develop Product Support Specialists in offshore offices.

Skills

Leadership of support teams

SaaS support experience

Distributed/offshore teams

Tools

Zendesk

Salesforce

Intercom

Job description

Podium in Melbourne is seeking a Manager, Support & Operations to own how tickets move across triage, escalation and resolution, including offshore teams in the Philippines and Pakistan. You will define ownership, handover expectations and escalation processes, and act as the escalation point for high-priority cases.

You’ll drive workflow health, ensure named owners, and align with Product and Engineering on SLAs.