Remote SaaS Support Manager — Fast Career Growth

Training Resources Group, Inc.; Sydney; Remote; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Permanent work-from-home

Fast career growth

Medical coverage for dependents (PHP ,

Job summary

Training Resources Group, Inc. seeks a Customer Service Manager to lead the customer support, system administrators, and data migration teams.

You will oversee day-to-day operations, escalations, and performance against SLAs, while coaching staff and driving training programs to improve the customer experience. You will work with Developers, Sales, and Customer Success to ensure a seamless journey for clients, delivering continuous improvement across the support function in a fast-growing SaaS

Qualifications

• 5+ years’ experience in customer service or support operations in SaaS/tech.
• 2–3 years in a leadership role managing support teams and KPIs/SLA.
• Proven experience in handling escalations and incident management.
• Strong coaching, training, and process-improvement skills.

Responsibilities

• Lead the customer support team to meet SLAs and resolve issues efficiently.
• Mentor Level 1 & 2 staff and drive performance through coaching.
• Oversee escalations and coordinate cross-functional resolution.
• Develop and deliver structured training for new and existing staff.
• Collaborate with DevOps, Subscriptions, Sales, and Customer Success.

Skills

Customer ops experience

Leadership (2-3 yrs)

Escalations

Coaching & Training

Job description

Training Resources Group, Inc. seeks a Customer Service Manager to lead the customer support, system administrators, and data migration teams.

You will oversee day-to-day operations, escalations, and performance against SLAs, while coaching staff and driving training programs to improve the customer experience. You will work with Developers, Sales, and Customer Success to ensure a seamless journey for clients, delivering continuous improvement across the support function in a fast-growing SaaS