Global Support & Operations Manager – Offshore Teams

Motorfocus Autobody; Melbourne; Hybrid; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Health & wellbeing allowance

4 weeks annual leave

Melbourne office access

Snacks and drinks

Catered lunches

Job summary

Podium is seeking a Manager, Support & Operations to own how support work flows across Melbourne and offshore teams in the Philippines and Pakistan. You’ll directly lead Product Support Specialists from Melbourne, guiding triage, escalation and resolution of customer inquiries to keep businesses focused on growth.

This senior, hands-on role combines people leadership with operational ownership across time zones, with a customer-first mindset and data-driven decision making.

Qualifications

• 5+ years in technical or product support within SaaS or tech, incl. 2+ years leading a team.
• Proven ability to build support operations with triage, tiering and handover processes.
• Experience managing distributed/offshore teams across countries/time zones.
• Strong coaching, customer-first mindset and clear cross‑team communication.
• Data-driven approach to support metrics and reporting.

Responsibilities

• Own how tickets move from triage through each support tier and escalation.
• Define ownership and handovers across local and offshore teams.
• Act as escalation point for complex/high-priority cases.
• Monitor workflow health and address bottlenecks early.
• Ensure clear owner, next update and outcome for escalations.
• Communicate resolutions to customers and teams; meet SLAs with Product/Engineering.
• Lead, coach and develop Product Support Specialists in the Philippines and Pakistan.
• Oversee CSAT, first response, resolution times and quality scores.
• Hire, onboard and train new team members; manage rosters across time zones.

Skills

SaaS support leadership

Offshore team leadership

Process ownership

Escalation management

Data-driven metrics

Zendesk/Salesforce/Intercom

Tools

Zendesk

Salesforce

Intercom

Job description

Podium is seeking a Manager, Support & Operations to own how support work flows across Melbourne and offshore teams in the Philippines and Pakistan. You’ll directly lead Product Support Specialists from Melbourne, guiding triage, escalation and resolution of customer inquiries to keep businesses focused on growth.

This senior, hands-on role combines people leadership with operational ownership across time zones, with a customer-first mindset and data-driven decision making.