Group Customer Support Manager

Austingroup; Melbourne; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Generous product allowance

50% discount across brands

Job summary

Austingroup is seeking a Group Customer Support Manager to elevate our customer support to a strategic CX capability across all brands. You will lead a high-performing team, drive service excellence, and partner with stakeholders to implement improvements that deepen customer satisfaction.

You will shape omnichannel operations, manage KPIs, and oversee Zendesk and related technologies while driving automation and AI initiatives that boost efficiency and customer outcomes.

Qualifications

• 5+ years leading Customer Support or Customer Experience teams.
• Strong omnichannel operations experience.
• Proven leadership, coaching and stakeholder management.
• Data-driven with strong analytical and commercial acumen.
• Experience driving change and process improvements.
• Exposure to Zendesk or similar platforms; experience with Shopify/ERP systems.

Responsibilities

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

Tools

Zendesk

Shopify

ERP systems

Job description

The Role

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