Hybrid Melbourne: Lead Customer Support Manager

Blinq; City of Melbourne; Hybrid; AUD 80,000 - 100,000; Full time

Benefits offered by this job

Equity & ownership

Competitive salary

Generous paid time off

Parental leave

Free food

Job summary

A tech startup in Melbourne is seeking a Customer Support Manager to lead and optimize support operations. This hybrid role focuses on enhancing team performance and ensuring excellent customer service. The ideal candidate has significant experience in customer support, particularly in tech environments, and exhibits strong leadership skills. You will mentor the team, streamline support processes, and collaborate with Cross-Functional teams to enhance the customer experience.

Qualifications

• 4–5 years’ experience in customer support roles, ideally in Tech or SaaS.
• 1–2 years’ experience leading support teams.
• Exceptional communication skills.
• Empathetic leadership style focusing on coaching.
• Strong understanding of support tools and processes.

Responsibilities

• Lead daily support operations ensuring SLAs and quality.
• Mentor and develop the support team.
• Optimize support processes and build knowledge-base content.
• Drive continuous improvement of support workflows.
• Collaborate with Product and Engineering to resolve issues.
• Introduce automation and AI solutions.

Skills

Communication skills

Leadership

Troubleshooting

Incident and Escalation Management

Tools

Zendesk

Job description

A tech startup in Melbourne is seeking a Customer Support Manager to lead and optimize support operations. This hybrid role focuses on enhancing team performance and ensuring excellent customer service. The ideal candidate has significant experience in customer support, particularly in tech environments, and exhibits strong leadership skills. You will mentor the team, streamline support processes, and collaborate with Cross-Functional teams to enhance the customer experience.