Head of Customer Support

ExecThread; Gold Coast City; Hybrid; AUD 140,000 - 200,000; Full time

Job summary

ExecThread is seeking a strategic Head of Customer Support / Call Centre Manager on the Gold Coast. This hybrid role leads a 12-15 person team, shaping the future of customer experience and operations across phone and email channels.

You will drive queue management, SLA tracking, and quality assurance while partnering with senior leadership to deliver customer-centric outcomes. The ideal candidate combines people leadership with an analytical mindset, leveraging data to refine workflows and

Qualifications

• Proven ability to lead high-volume customer support or call centre teams.
• Strong operational skills in queue management, SLA tracking, and workforce planning.
• Analytical mindset with ability to use data to improve service delivery.

Responsibilities

• Lead and develop a team of 12-15 support professionals.
• Monitor service levels and drive operational excellence across phone and email channels.
• Collaborate with senior leadership on initiatives and strategy.
• Provide guidance on customer escalations and orchestrate cross-functional resolution with product/engineering teams.

Skills

Leadership

Operational mastery

Queue management

SLA tracking

Workforce planning

Quality assurance

Data-driven decision making

Job description

Greater Gold Coast, Australia Area (Hybrid)

The Company is in search of a strategic, people-first Head of Customer Support / Call Centre Manager to lead a dedicated team of 12-15 support professionals. The successful candidate will be responsible for shaping the future of customer experience and team operations, balancing high-level operational efficiency with a strong, customer-centric culture across phone and email channels. Key responsibilities include team leadership and development, ensuring operational excellence through the monitoring of service levels, and strategic collaboration with senior leadership on various initiatives. The role also involves providing expert guidance on customer escalations and working with product and engineering teams to resolve core customer-impacting issues.Applicants for the Head of Customer Support / Call Centre Manager position at the company should have a proven background in leading high-volume customer support, contact centre, or customer operations teams. The role requires a leader with operational mastery in areas such as queue management, SLA tracking, workforce planning, and quality assurance. A people-centric leadership style, an analytical mindset, and a proactive, solutions-focused approach are essential. The ideal candidate will be adept at utilizing data to drive insights, refine workflows, and enhance the overall service experience, and will be ready to make a tangible impact on the client's operations and team culture.

Functions:

• Operations

Customer-centric organization seeking to improve support operations and team culture.