SaaS Customer Experience Lead - Remote & Growth

Training Resources Group; Australia; Remote; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Permanent work-from-home

Fast career growth & development with 

PHP 100,000 medical coverage for 2 dep

Job summary

Training Resources Group (TRG) Australia seeks a Customer Service Manager to lead the Customer Support Team, System Administrators, and Data Migration Team. You will manage day-to-day support operations and ensure timely resolutions in line with SLAs.

You will mentor staff, deliver structured training, handle escalations, and collaborate with Developers, Sales, and Customer Success to deliver a seamless customer experience.

Qualifications

• 5+ years’ experience in customer service or support operations, preferably within a SaaS or technology environment.
• 2–3 years in a leadership role, managing support teams and driving performance against KPIs and SLA
• Proven experience in handling escalations, incident management, and cross-functional coordination.
• Demonstrated ability in coaching, training, and improving team performance and service processes.

Responsibilities

• Lead the customer support team, ensuring all support tickets and customer issues are addressed efficiently and in line with SLAs.
• Provide ongoing mentorship and coaching to Level 1 and Level 2 team members to drive performance and ensure consistent, high-quality service delivery.
• Track and report on individual and team performance metrics, identifying areas for improvement and implementing strategies to enhance customer service outcomes.
• Oversee all escalations from all teams, ensuring complex or critical issues are resolved promptly and effectively.
• Support frontline agents by removing roadblocks and coordinating resolution efforts across relevant teams when necessary.

Skills

Leadership

Customer service

Escalation management

Coaching & training

Tools

SaaS

Job description

Training Resources Group (TRG) Australia seeks a Customer Service Manager to lead the Customer Support Team, System Administrators, and Data Migration Team. You will manage day-to-day support operations and ensure timely resolutions in line with SLAs.

You will mentor staff, deliver structured training, handle escalations, and collaborate with Developers, Sales, and Customer Success to deliver a seamless customer experience.