Lead Customer Support: Coach, Escalations, & Scale

Machship; City of Melbourne; On-site; AUD 120,000 - 180,000; Full time

Job summary

MachShip is seeking a Head of Customer Support to own day-to-day operations, SLAs, escalations and coaching. You will shape the function's direction, manage recruitment and onboarding, and translate complex technical issues for clients and internal teams.

You'll collaborate with Sales, Product and Engineering, and drive AI adoption and tooling improvements while navigating API and data-exchange discussions.

Qualifications

• Experience leading a technical support function with SLA governance.
• Familiarity with API-based integrations and data formats.
• Exposure to ERP/WMS/FMS systems and ecommerce platforms.

Responsibilities

• Direct line management: 1:1s, coaching, recruitment and onboarding
• Spot capability gaps and build development plans
• Manage team capacity and SLA compliance
• Catch at-risk tickets and fix patterns
• Own escalations end-to-end beyond SME authority
• Feed learnings back into the supported process
• Serve as Support's voice with Sales, AM, Product, Eng
• Shape process, tooling, documentation, and AI adoption
• Talk technically about APIs, FTP/SFTP, XML/JSON/CSV
• Translate technical detail into actionable client guidance

Skills

Team leadership

SLA management

Coaching

Recruitment & onboarding

API integration

Data mapping (XML/JSON/CSV)

FTP/SFTP integration

ERP/WMS/FMS knowledge

Ecommerce platforms knowledge

Cross-functional collaboration

Job description

MachShip is seeking a Head of Customer Support to own day-to-day operations, SLAs, escalations and coaching. You will shape the function's direction, manage recruitment and onboarding, and translate complex technical issues for clients and internal teams.

You'll collaborate with Sales, Product and Engineering, and drive AI adoption and tooling improvements while navigating API and data-exchange discussions.