Head of Customer Support

Randstad; Gold Coast City; Hybrid; AUD 108,000 - 132,000; Full time

Benefits offered by this job

35-hour work week

4 weeks annual leave

Job summary

Randstad on the Gold Coast is seeking a Head of Customer Support / Call Centre Manager for a 12-month fixed-term contract. You will lead a team of 12-15 professionals, balancing customer-centric service with operational excellence across phone and email channels.

The role offers a hybrid work arrangement (office Mon-Wed, WFH Thu-Fri) and a 35-hour week with 4 weeks annual leave, reporting to Senior Leadership and shaping customer experience strategy.

Qualifications

• Proven experience leading high-volume customer support teams.
• Strong expertise in queue management and SLA tracking.
• Effective workforce planning and QA for efficiency.
• People-centric leadership with coaching mindset.
• Analytical mindset to translate data into improvements.

Responsibilities

• Lead a team of 12-15 staff and support Enablement team.
• Monitor SLAs, queues, metrics, QA to optimize productivity.
• Collaborate with Senior Leadership on priorities and recruitment.
• Guide escalations and align with Product/Engineering on issues.
• Use data and insights to refine workflows and service experience.

Skills

Team leadership

Operational mastery

People-centric leadership

Analytical mindset

Proactive approach

Job description

Head of Customer Support / Call Centre Manager

Location: Gold Coast, QLD (Hybrid: Mon-Wed Office | Thu-Fri WFH)

Contract: 12-Month Fixed Term Contract

Remuneration: $120,000 p.a. + Super

Hours & Perks: 35-hour work week | 4 weeks annual leave

About the Role: Are you a strategic, people-first contact centre leader looking for true autonomy? We are seeking an experienced Head of Customer Support / Call Centre Manager for a 12-month fixed-term contract to shape the future of the customer experience and team operations.Leading a dedicated team of 12-15 support professionals, you will balance high-level operational efficiency with an exceptional, customer-centric culture across phone and email channels.

Key Responsibilities

• Team Leadership & Development: Enable, mentor, and coach a team of 12-15 staff, driving performance while continuing the rollout and development of our dedicated Enablement team.
• Operational Excellence: Actively monitor service levels (SLAs), operational metrics, queue management, and quality assurance to optimize team productivity and customer outcomes.
• Strategic Collaboration: Work alongside Senior Leadership on operational priorities, workforce planning, recruitment, and cross-functional continuous improvement initiatives.
• Escalation & Product Alignment: Provide expert guidance on high-level customer escalations and partner with Product and Engineering teams to resolve core customer-impacting issues.
• Data-Driven Insights: Utilize operational data, customer insights, and team feedback to identify trends, refine workflows, and enhance the overall service experience.

What We Are Looking For

• Proven Experience: Demonstrated background leading high-volume customer support, contact centre, or customer operations teams.
• Operational Mastery: Strong expertise in queue management, SLA tracking, workforce planning, QA, and operational efficiency metrics.
• People-Centric Leadership: Passion for coaching, mentoring, and fostering a high-performing, positive team culture where every customer interaction counts.
• Analytical Mindset: Ability to translate operational data into actionable workflow improvements and enhanced customer satisfaction.
• Proactive Approach: A solutions-focused, collaborative mindset with excellent stakeholder management skills.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.