Head of Customer Support & Onboarding

GMH Systems Pty Ltd; Brisbane; Hybrid; AUD 110,000 - 150,000; Full time

Job summary

Rental Car Manager seeks a Customer Support Manager to lead the Support team and Onboarding Specialist in Brisbane. You will shape the ongoing support and onboarding journey, balance daily customer needs with strategic improvements, and collaborate across Product and Development to enhance outcomes.

You will drive service standards, coach staff, and develop scalable, consistent processes while leveraging data to prioritise improvements and strengthen the customer experience.

Qualifications

• Experience leading a customer support, service or similar customer-focused team.
• Collaborative leadership style with ability to coach and develop people.
• Experience working with service standards, support metrics, queues or customer service ops.
• Ability to analyse customer feedback and data to drive improvements.
• Interest in how technology, AI and automation can enhance support.

Responsibilities

• Lead, coach and develop the Support team and Onboarding Specialist with clear priorities and goals.
• Oversee the support queue and deliver timely, meaningful responses to customers.
• Establish service standards and measures to sustain a positive experience.
• Identify recurring challenges and opportunities for process improvement.
• Develop onboarding processes to ensure smooth customer starts.
• Partner with Product/Development on issues and customer feedback to enhance experience.
• Provide reporting on support performance and customer experience insights.
• Explore AI/automation opportunities to improve efficiency.

Skills

Customer support leadership

Collaborative leadership

Service standards & queues

Data-driven improvement

Tech-savvy with AI interest

Job description

Rental Car Manager seeks a Customer Support Manager to lead the Support team and Onboarding Specialist in Brisbane. You will shape the ongoing support and onboarding journey, balance daily customer needs with strategic improvements, and collaborate across Product and Development to enhance outcomes.

You will drive service standards, coach staff, and develop scalable, consistent processes while leveraging data to prioritise improvements and strengthen the customer experience.