Group Customer Support Manager

GAZMAN; Melbourne; Hybrid; AUD 130,000 - 170,000; Full time

Benefits offered by this job

Competitive salary package

Generous product allowance

50% discount across Gazman, Perri Cut

Free onsite parking

Work from home every Friday

Professional training and development

Friendly team environment

Job summary

Gazman is seeking an experienced Group Customer Support Manager to elevate our customer experience across all brands. You will lead the customer support function, transforming it from a traditional service team into a strategic CX capability.

Reporting to the General Manager – Digital & Customer, you will drive operational excellence, technology optimisation, automation and AI initiatives while delivering exceptional experiences across every interaction.

Qualifications

• You will lead customer support and customer experience initiatives across brands.
• You should have 5+ years in leading Customer Support/Experience or Contact Centre teams.
• You will manage omnichannel operations and drive process improvements.
• You should be proficient in analytics to drive business decisions.
• You should have experience with Zendesk or similar platforms.

Responsibilities

• Develop and execute customer support and CX strategy.
• Lead and inspire a high-performing Customer Support team.
• Drive service excellence across all customer touchpoints and brands.
• Identify pain points and implement improvements with stakeholders.
• Own KPIs including CSAT, SLA, response times and first contact resolution.
• Lead optimisation of Zendesk and related customer support technologies.
• Develop automation, AI and self-service initiatives.
• Deliver customer insights to senior leadership.
• Drive processes to reduce enquiries and improve performance.

Skills

Leadership

Omnichannel operations

Stakeholder management

Data-driven decisions

Change management

Collaboration

Innovation

Tools

Zendesk

Shopify

ERP systems

Job description

As we continue to evolve our customer experience capability, we're looking for an experienced and strategic Group Customer Support Manager to lead our customer support function across all Austin Group brands.

You will lead the customer support function, elevating it from a traditional service team into a strategic customer experience capability. Reporting to the General Manager – Digital & Customer, this role is responsible for delivering exceptional customer experiences across every interaction while driving operational excellence, technology optimisation, automation and AI innovation.

Other responsibilities will include, but are not limited to:

• Develop and execute Austin Group's customer support and customer experience strategy
• Lead and inspire a high-performing Customer Support team
• Drive service excellence across all customer touchpoints and brands
• Identify customer pain points and partner with stakeholders to implement meaningful improvements
• Own customer service KPIs including CSAT, SLA performance, response times, first contact resolution and productivity
• Lead the optimisation of Zendesk and customer support technologies
• Develop and implement automation, AI and self-service initiatives that enhance customer experience and efficiency
• Deliver customer insights and recommendations to senior leadership teams
• Drive process improvements that reduce customer enquiries and improve business performance

About You

You are an experienced customer service or customer experience leader who thrives on improving processes, leading teams and creating exceptional customer outcomes.

You will bring:

• 5+ years' experience leading Customer Support, Customer Experience or Contact Centre teams
• Strong experience managing omnichannel customer operations
• Proven leadership, coaching and stakeholder management skills
• Strong analytical and commercial acumen with the ability to use data to drive decisions
• Experience driving change, continuous improvement and operational transformation
• Exposure to Zendesk or similar customer support platforms.
• Experience with Shopify, ERP systems and customer service technologies
• A passion for customer experience, innovation and delivering results
• A proactive, creative and collaborative approach to work

We provide:

• Competitive salary package
• Generous product allowance
• 50% discount across GAZMAN, Perri Cutten & Cable for yourself and immediate family
• Free onsite parking at our Malvern Support Office
• The flexibility to work from home each Friday
• A commitment to invest in ongoing professional training and development
• The opportunity to work with a talented and passionate creative and marketing team
• A friendly, motivating and rewarding team environment where achievements are recognised