Head of Customer Support

Randstad Professionals; Gold Coast City; Hybrid; AUD 102,000 - 138,000; Full time

Benefits offered by this job

Hybrid work model

35-hour work week

4 weeks annual leave

Job summary

Randstad Professionals on the Gold Coast is seeking a Head of Customer Support for a 12-month fixed-term contract to shape the future of our customer experience. This role combines strategic leadership with hands-on operations across phone and email channels.

You will lead a team of 12-15, drive performance, monitor service levels, and partner with Product and Engineering to resolve core issues, delivering a high‑quality customer experience through data‑driven improvements.

Qualifications

• Experience leading high-volume customer support teams.
• Strong ability to monitor SLAs and optimize service levels.
• Proven coaching and development of staff.
• Analytical mindset to translate data into improvements.
• Collaborative, proactive with strong stakeholder management.

Responsibilities

• Lead a team of 12-15 support professionals.
• Monitor SLAs, queues, QA and metrics.
• Collaborate with senior leadership on workforce planning.
• Guide escalations and align with Product/Engineering.
• Derive insights from data to improve customer experience.

Skills

Team Leadership

Queue Management

SLA Tracking

Workforce Planning

Stakeholder Mgmt

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.