Group Customer Support Manager

Austin Group; Melbourne; Hybrid; AUD 130,000 - 180,000; Full time

Benefits offered by this job

Competitive salary package

50% discount across GAZMAN, Perri Cutt

Cable for yourself and immediatefamily

Free onsite parking at Malvern office

Work from home every Friday

Invest in ongoing professionalTraining

Collaborative team environment

Recognition of achievements

Job summary

Austin Group is seeking an experienced Group Customer Support Manager to lead our customer support function across all Austin Group brands from our Melbourne area. You will elevate the function 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 innovation while delivering exceptional customer experiences across every interaction.

Qualifications

• 5+ years leading Customer Support or Customer Experience teams.
• Experience with omnichannel operations.
• Proven leadership, coaching and stakeholder management.
• Strong data-driven decision making.
• Experience implementing automation and AI initiatives.
• Familiarity with Zendesk or similar platforms.
• Experience with Shopify and ERP systems.

Responsibilities

• 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 and first contact resolution.
• 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.

Skills

Leadership

Omnichannel Operations

Data Analytics

Stakeholder Management

Zendesk

Shopify

ERP Systems

Automation & AI

Coaching & Mentoring

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
• 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

Who we are

Austin Group is one of Australia's leading fashion groups, proudly family-owned and built on a rich heritage of quality, style and exceptional customer experiences. Home to iconic brands including GAZMAN, Cable and Perri Cutten, we connect with customers through more than 140 retail stores nationwide and over 150 wholesale partners across Australia and New Zealand. With an exciting future ahead, we continue to invest in innovation, growth and talent as we shape the next chapter of our business.

Our Culture

Austin Group’s family-driven culture is built on our belief in authenticity, passion and always striving to ensure every interaction we have builds a truly personable relationship and delivers an experience that is beyond expected. We seek to inspire one another day in and day out with a proactive, collaborative and positive approach.

"After 13 years at GAZMAN, I still love what I do. It's more than a job-its being part of a team that treats each other and our customers like family, values quality and career growth, and brings positivity, energy and fun to the workplace." - Belinda | VIC

"Working at Austin Group has been a refreshing experience. From day one I've felt part of a supportive, collaborative, family-run business with room to grow, try new things and make a real impact in a fast-paced, energising environment." - Jamie | Support Office