Head of Customer Support & Experience, APAC (4053)

GBG; Sydney; On-site; AUD 180,000 - 260,000; Full time

Job summary

GBG, APAC Head of Customer Support & Experience role, leads the strategic direction for customer service excellence across APAC. You will steer end-to-end support, performance management, and collaboration with regional and commercial leaders to deliver a superior customer experience.

You will empower a distributed team, drive operational rigor with ITIL practices, and explore AI-enabled improvements to scale service quality and efficiency across the region.

Qualifications

• Significant leadership experience in customer support, service management, ideally within a B2B SaaS or technology environment.
• Experience leading geographically distributed teams and delivering strong customer, service and people outcomes.
• Strong data and operational insight, with the experience driving continuous improvement, automation and AI-enabled capabilities.

Responsibilities

• Lead the delivery of the APAC customer support and experience strategy, ensuring alignment with regional and business priorities.
• Own day-to-day performance of end-to-end APAC support, including incident and service management, with KPIs and SLAs met.
• Build trusted relationships with key customers and regional stakeholders and manage major escalations.
• Coach and develop a geographically distributed team with a customer-focused culture.
• Provide leadership for Incident, Problem, Change, and service management practices.

Skills

Leadership Experience

B2B SaaS

Stakeholder Management

ITIL Principles

AI & Automation

Job description

Enabling safe and rewarding digital lives for genuine people, everywhere

We make it our mission to ensure more genuine people have digital access to opportunities, and businesses have access to more genuine people. Our technology draws on diverse and reliable data to create a single point of truth for identity and address verification.

With over 30 years of experience behind us our team and technology are focused on enabling safe and rewarding digital lives for everyone. Regardless of age, location or background, genuine people everywhere should be able to digitally prove who they are and where they live.

Service & Operations

The APAC customer support team sits within GBG’s Global Service & Operations function and is responsible for providing our customers with high quality Technical Support and service management across the region.

Working across multiple locations, products and customer groups, the team plays an important role in delivering a consistent customer experience, resolving customer issues effectively and using customer and operational insight to drive continuous improvement.

APAC Head of Customer support & Experience

Reporting to the Global Director of Service and Operations, the Head of Customer support & Experience APAC is the senior customer support leader for the region, accountable for customer support, service management & customer experience across APAC.

The role combines operational leadership, customer advocacy, people leadership and continuous improvement, ensuring customers receive consistent, high quality support while developing an efficient, scalable and increasingly technology-enabled operation.

Working closely with APAC commercial and technology leadership, as well as colleagues across Global Service & Operations, Product and other functions, the role represents customer support in regional priorities, significant customer escalations and service improvement initiatives.

The APAC head of customer support balances regional leadership with a hands on operational oversight, creating a strong customer focused culture while continuously improving service quality, productivity, colleague engagement and customer outcomes.

What you will do

You will:

• Lead the delivery of the Global Service & Operations strategy across APAC customer support, ensuring regional customer and business priorities are represented.

• Own the day-to-day performance of end-to-end customer support across APAC, including L1, L2 and service management, ensuring agreed KPIs and SLAs are achieved.

• Act as a senior customer support representative for APAC, partnering closely with the regional, commercial, technology and other key stakeholders.

• Build trusted relationships with key customers and senior regional stakeholders, providing leadership for significant customer and service escalations and proactively identifying opportunities to improve the customer experience.

• Lead, coach and develop a geographically distributed team, building strong engagement, capability, accountability and a customer focused culture.

• Provide leadership and oversight for effective Incident, Problem, Change and service management practises, including service performance, resilience and continuous improvement.

• Use customer feedback, operational data and root-cause analysis to identify trends, risks and opportunities to improve the end-to-end support experience.

• Drive operational excellence through process simplification, standardisation and continuous improvement.

• Identify and lead appropriate AI and automation opportunities to improve customer experience, productivity, quality and scalability.

• Manage workforce, capacity, partners and suppliers effectively, balancing customer outcomes, operational resilience and cost efficiency.

• Work collaboratively across regions to support consistent, seamless and effective follow-the-sun customer support.

Skills we’re looking for

• Significant leadership experience in customer support, service management, ideally within a B2B SaaS or technology environment.
• Experience leading geographically distributed teams and delivering strong customer, service and people outcomes.
• Strong stakeholder management skills, within the ability to influence senior commercial and technology leaders.
• Good understanding and practical application of service management and ITIL principles.
• Strong data and operational insight, with the experience driving continuous improvement, automation and AI- enabled capabilities.
• Commercial awareness, balancing customer outcomes, service performance and operational efficiency.

Behaviours

• Customer forecast -champions customer outcomes and users insight to drive improvement.
• Collaborative - bill’s trusted relationships across functions, regions and cultures.
• Accountable - Takes ownership and provides calm, visible leadership.
• People focused - builds engagement, capability and high performing teams.
• Improvement minded - seeks simpler, smarter and more scalable ways of working.
• Adaptable - leads confidently through change in a fast moving environment.

To find out more

As an equal opportunity employer, we are dedicated to creating a diverse and inclusive workplace where everyone feels valued and empowered. Please inform your GBG Talent Attraction Partner if you require any reasonable adjustments to the interview process.