Head of Customer Support

Spacetalk trading as MGM Wireless Holdings Pty Ltd; Sydney; Hybrid; AUD 150,000 - 210,000; Full time

Benefits offered by this job

Hybrid work model

Flexible work day

Occasional international travel

Job summary

Spacetalk is seeking a Head of Customer Support based in Sydney CBD to lead its global support for wearable devices, software and mobile services. The role blends strategic leadership with hands-on operation, with four days in the office and one flexible day, reporting to the COO and collaborating with Product, Engineering and external partners.

You will redesign the customer support model, drive performance, handle major incidents and prepare teams for product changes.

Qualifications

• Eight+ years leading customer support operations.
• Experience managing offshore BPO vendors or outsourced support.
• Hands-on Intercom experience with workflows, routing and reporting.
• Experience leading multi-channel support with defined SLAs.
• Strong data literacy and executive communication skills.

Responsibilities

• Lead customer support across all channels and service teams.
• Set service standards, rhythms, escalations, and reporting.
• Own the support scorecard: response times, resolution times, CSAT, backlog.
• Manage capacity, budgets, and offshore vendor performance.
• Oversee Intercom configuration and other support systems.
• Coordinate with Product and Engineering for releases and changes.
• Lead incident responses and post-incident reviews.

Skills

Leadership

Offshore vendor management

Intercom

Multi-channel support

Data analytics

Incident response

Budgeting

Stakeholder management

Education

Bachelor's degree in a relevant field

Tools

Intercom

CRM systems

Knowledge management tools

Job description

As Head of Customer Support, you will lead Spacetalk's global customer support function across wearable devices, software and mobile services. Based in Sydney CBD, this full-time role combines strategic leadership with hands‑on operational involvement, including four days per week in the office and one optional flexible working day. You will shape a scalable, dependable and high‑performing support operation that delivers timely, accurate and safe customer outcomes. Working closely with the COO, Product, Engineering, Mobile Operations and external partners, you will reimagine the customer support model, improve service performance, prepare teams for product and service changes, lead significant incident responses and turn recurring customer issues into lasting improvements. Occasional international travel to visit the BPO vendor may be required.

Key responsibilities

Lead customer support across all channels, operating locations and service teams.

Establish service standards, operating rhythms, escalation pathways, case ownership and performance reporting.

Own the customer support scorecard, monitoring response times, resolution times, service‑level attainment, first‑contact resolution, backlog, customer satisfaction, quality and other agreed metrics.

Manage support capacity, budgets, workforce planning and cost per resolved contact while protecting service quality, safety and customer outcomes.

Manage the offshore BPO partner against service levels, workforce plans, schedules and performance measures.

Lead BPO operational reviews, quality calibration, training, performance management, corrective actions and continuity planning.

Own the configuration and operational performance of Intercom and other support systems, including workflows, routing, automation, reporting and knowledge management.

Ensure AI and self‑service capabilities improve speed and consistency while maintaining appropriate access to human support.

Partner with Product, Engineering and Mobile Operations to prepare support teams for new products, releases, migrations and service changes.

Translate technical information into clear troubleshooting guidance and customer communications.

Lead support responses to significant service incidents, complex escalations and high‑risk customer cases, including service recovery and follow‑up.

Identify repeat contacts, failure demand and emerging issue patterns, and lead root‑cause reviews to ensure corrective actions are completed.

Maintain effective complaint‑handling, escalation, quality‑audit and documentation processes.

Ensure matters involving consumer law, privacy, child safety, warranties and relevant complaint‑handling or regulatory bodies are managed appropriately.

Lead, coach and develop onshore team members and offshore support leaders while building an inclusive, accountable and customer‑focused culture.

Influence cross‑functional priorities by bringing structured customer evidence, recurring issue patterns and support data into decision‑making.

Develop succession coverage and strengthen the team’s ability to operate effectively through growth, incidents and organisational change.

What we’re looking for

At least eight years' experience leading customer support operations, including experience at Senior Manager or Head level.

Demonstrated experience managing an offshore BPO vendor or outsourced support operation.

Strong hands‑on experience with Intercom or analogous systems, including workflows, automation, routing, reporting and knowledge management.

Experience leading a multi‑channel support operation using defined service levels, quality controls and performance measures.

Strong technical literacy and the ability to translate complex product or engineering information into practical support guidance.

Experience leading incident response, service recovery or post‑launch stabilisation.

Strong data literacy, with the ability to diagnose problems, establish priorities and measure improvement through operating metrics.

Sound commercial judgement and experience managing budgets, vendor costs and resourcing decisions.

Strong stakeholder management and executive communication skills, with the ability to operate at both strategic and detailed operational levels.

Experience in telecommunications, mobile services, connected devices, subscription technology, consumer technology or another regulated industry is desirable.

Familiarity with telecommunications complaints, privacy obligations, consumer law, warranty processes or safety‑related technology is desirable.

Calm, practical and collaborative leadership, particularly during incidents and escalations.

Strong customer judgement, operational discipline and a commitment to safe, accurate support.

A continuous‑improvement mindset and the ability to balance service quality, customer outcomes, risk and commercial considerations.