Remote Customer Support Manager — Lead & Elevate a Global Team

Real Estate Digital HQ; City of Melbourne; On-site; AUD 100,000 - 150,000; Full time

Job summary

RedHQ, founded in 2016, is seeking a Customer Support Manager to lead the day‑to‑day operations of the customer support function. You will manage a team of specialists across Australia and the Philippines, ensuring clients receive a consistently high standard of service while handling escalations when needed.

You will monitor performance against SLAs, coach staff, optimize processes, and work with clients to resolve complex issues.

Qualifications

• Proven experience leading a customer support or service team.
• Experience managing remote or distributed teams.
• Strong experience with support ticketing systems (prefer Zendesk).
• Experience handling multi-channel support (email, chat, phone).
• Solid understanding of SLAs, metrics, QA and team performance.

Responsibilities

• Lead, support and develop Customer Support Specialists across Australia and the Philippines.
• Monitor team output, productivity, quality and adherence to SLAs.
• Set clear expectations around performance, communication and customer service.
• Identify performance gaps and drive capability improvements.
• Provide regular coaching and feedback to the team.
• Oversee day-to-day support across Zendesk (email, live chat, phone).
• Prioritise and allocate requests; act as escalation point for complex issues.
• Develop and maintain support policies, procedures and processes.
• Identify inefficiencies and implement improvements to boost effectiveness.

Skills

Team leadership

Remote teams

Zendesk

Multi-channel support

SLA management

Conflict resolution

Time management

Communication

Tools

Zendesk

Job description

RedHQ, founded in 2016, is seeking a Customer Support Manager to lead the day‑to‑day operations of the customer support function. You will manage a team of specialists across Australia and the Philippines, ensuring clients receive a consistently high standard of service while handling escalations when needed.

You will monitor performance against SLAs, coach staff, optimize processes, and work with clients to resolve complex issues.