Head of Customer Support

Quantaco; Sydney; Hybrid; AUD 160,000 - 210,000; Full time

Benefits offered by this job

Competitive salary

Up to 20% Bonus

Hybrid work arrangements

Birthday leave

Study assistance program

Biweekly collaboration days

Women at Quantaco initiative

Job summary

A leading tech firm seeks a Head of Customer Support in Sydney to lead and innovate the support function. You will manage a team, implement AI solutions, and enhance customer experience. The role requires SaaS experience, leadership in a high-growth environment, and the ability to utilize support metrics. Competitive salary and hybrid work arrangement included.

Qualifications

• 3+ years in a SaaS support leadership role, managing distributed or offshore teams.
• Proven success in implementing AI and analytics into customer support.
• Strong understanding of support metrics, OKRs, SLAs, and incident management.
• Strong understanding of support metrics, OKRs, SLAs, and incident management frameworks.
• Knowledge of helpdesk tools (e.g. HubSpot, Zendesk) and analytics platforms.
• Excellent communication and stakeholder engagement skills.
• Comfortable with hands-on issue resolution and working closely with Product/Engineering teams.
• Experience with hospitality tech, accounting tech or platforms like Tanda, Deputy, Employment Hero is a plus.
• Familiarity with kitchen, POS or back-of-house software (e.g. CTB AND CO) is highly desirable.

Responsibilities

• Lead daily support operations across multiple channels.
• Build and support high-performing onshore and offshore support teams.
• Develop and execute a scalable support strategy.
• Develop and execute a scalable support strategy aligned with growth.
• Define and report on OKRs, CSAT, FCR, TTR, and SLA attainment.
• Introduce AI-powered chatbots, automated triage, and self-service content.
• Evaluate and manage the support tech stack and analytics tools.
• Collaborate with Product, Engineering, Customer Success and Sales for feedback actioning.
• Lead incident management processes and post-incident reviews.
• Use data insights to improve resolutions and user experiences across platforms.
• Foster a customer-obsessed, inclusive culture emphasizing excellence.

Skills

Customer-centric leadership

SaaS support experience

Team management

AI implementation

Operational rigor

Excellent communication

Hands-on troubleshooting

Tools

HubSpot

Zendesk

Analytics platforms

Tanda

Deputy

Employment Hero

CTB AND CO

Job description

Head of Customer Support

Direct message the job poster from Quantaco

About the role

We’re on the lookout for an experienced Head of Customer Support to lead and evolve our growing support function across the Quantaco technology platform.

In this strategic and hands-on leadership role, you’ll coach a team of onshore and offshore Customer Support Executives and Officers, define our support strategy, implement SLAs and OKRs, and deliver an exceptional customer experience across both products.

You’ll also lead the adoption of AI, automation, and analytics to make our support more scalable, efficient, and proactive driving measurable improvements in resolution times and customer satisfaction.

As our products evolve, you’ll play a key role in influencing product improvement, supporting user testing, and helping shape how our support function scales with growth.

Key Responsibilities

• Lead daily support operations across multiple channels (chat, phone, email, in-app).
• Provide hands-on guidance with case resolution, escalation handling, and quality assurance.
• Build, lead and support high-performing onshore and offshore support teams including hiring, onboarding, coaching, and performance management.
• Develop and execute a scalable support strategy aligned with business growth and customer needs.
• Define and report on support OKRs such as CSAT, First Contact Resolution, Time to Resolution, and SLA attainment.
• Introduce modern support workflows including AI-powered chatbots, automated triage, intelligent routing, and self-service content.
• Evaluate and manage the support tech stack (e.g. helpdesk platforms, workforce management tools, AI and analytics tools).
• Work closely with Product, Engineering, Customer Success, and Sales to ensure product feedback is captured and actioned.
• Lead incident management processes and conduct structured post-incident reviews.
• Use support data and insights to identify trends, improve resolution quality, and enhance both platforms’ user experiences.
• Foster a customer-obsessed and inclusive team culture that values technical excellence, empathy, and service excellence.

About you

You’re a customer-centric, tech-savvy leader who’s built and led support functions in SaaS, hospitality tech, or digital platforms. You’re excited by growth and thrive in environments where you can combine operational rigour with innovation and service excellence.

• 3+ years in a SaaS support leadership role, preferably supporting multiple platforms or product lines
• Proven success managing distributed or offshore teams in a high-growth environment
• Experience implementing AI, automation, and analytics into customer support
• Strong understanding of support metrics, OKRs, SLAs, and incident management frameworks
• Knowledge of helpdesk tools (e.g. HubSpot, Zendesk) and analytics platforms
• Excellent communication and stakeholder engagement skills
• Comfortable with hands-on issue resolution and working closely with Product/Engineering teams
• Experience with hospitality tech, accounting tech or platforms like Tanda, Deputy, Employment Hero is a plus
• Familiarity with kitchen, point of sale or back-of-house software (like CTB AND CO) is highly desirable

Rewards and Benefits

Reward: Competitive Salary + Up to 20% Bonus

Wellbeing: Hybrid work arrangements, birthday leave, and access to discounts through our benefits portal

Culture: Fortnightly collaboration days, diversity and inclusion calendar, peer recognition, and regular team events

Growth: Study assistance program, career development framework, and our Women at Quantaco initiative for female talent

Seniority and Employment

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Customer Service and Management
• Industries: Hospitality, Software Development, and Business Consulting and Services