Interim Head of Customer Support

ExecThread, Inc.; Gold Coast City; Hybrid; AUD 120,000 - 180,000; Full time

Job summary

ExecThread, Inc. on the Gold Coast is seeking a strategic Head of Customer Support / Call Centre Manager to lead a 12-15 person team.

The role balances high‑level operational efficiency with a customer‑centric culture across phone and email channels. You will guide team development, monitor service levels, and collaborate with senior leadership on initiatives, while advising on escalations and working with product and engineering to resolve core customer issues.

Responsibilities

• Lead a 12-15 person support team.
• Balance operational efficiency with customer-centric culture across phone and email channels.
• Monitor service levels and drive improvements.
• Collaborate with senior leadership on initiatives.
• Advise on escalations and work with product/engineering to resolve core issues.

Job description

Greater Gold Coast, Australia Area (Hybrid)

The Company is in search of a strategic, people-first Head of Customer Support / Call Centre Manager to lead a dedicated team of 12-15 support professionals. The successful candidate will be responsible for shaping the future of customer experience and team operations, balancing high-level operational efficiency with a strong, customer-centric culture across phone and email channels. Key responsibilities include team leadership and development, ensuring operational excellence through the monitoring of service levels, and strategic collaboration with senior leadership on various initiatives. The role also involves providing expert guidance on customer escalations and working with product and engineering teams to resolve core customer-impacting issues.Applicants for the Head of Customer Support / Call Centre Manager position at the company should have a proven background in leading high-volume customer support, contact centre, or customer operations teams. The role requires a leader with operational mastery in areas such as queue management, SLA tracking, workforce planning, and quality assurance. A people-centric leadership style, an analytical mindset, and a proactive, solutions-focused approach are essential. The ideal candidate will be adept at utilizing data to drive insights, refine workflows, and enhance the overall service experience, and will be ready to make a tangible impact on the client's operations and team culture.

Functions

• Operations

Customer-centric company focused on customer experience and operational excellence.