SaaS Support Operations Lead

Janison Education Group; Sydney; On-site; AUD 125,000 - 135,000; Full time

Benefits offered by this job

Employee Share Ownership Program

5th week of annual leave

Parental leave benefit

Volunteer day

Annual pay review & bonus

Development opportunities

Job summary

Janison Education Group is seeking an experienced Application Support Team Leader to drive the support function for SaaS products in Australia. You will mentor staff, ensure SLA compliance, triage incidents, and collaborate with Level 3 for complex issues.

This role emphasizes knowledge growth, reporting, and rollout of training to optimize client satisfaction and product understanding. Strong leadership and SaaS experience are essential.

Qualifications

• 5+ years' experience in Technical IT Ops / System Administration.
• 5+ years' experience in Customer Service.
• Experience in SaaS-based application support.
• Experience with ticketing systems such as Zendesk, Jira or Freshdesk.
• Strong problem-solving and leadership abilities.

Responsibilities

• Oversee day-to-day support team operations and ensure SLA delivery.
• Escalate complex incidents to Level 3 teams when needed.
• Develop and maintain knowledge articles and training for staff.
• Coach Application Support Specialists and drive performance reviews.
• Prepare and present support metrics and client updates.
• Coordinate with QA and production deployment activities.

Skills

Team leadership

Customer service

SaaS applications

Zendesk

Jira

Freshdesk

Genesys

People management

Training & coaching

Education

Tertiary qualifications or equivalent experience

Tools

Zendesk

Jira

Freshdesk

Genesys

Job description

Janison Education Group is seeking an experienced Application Support Team Leader to drive the support function for SaaS products in Australia. You will mentor staff, ensure SLA compliance, triage incidents, and collaborate with Level 3 for complex issues.

This role emphasizes knowledge growth, reporting, and rollout of training to optimize client satisfaction and product understanding. Strong leadership and SaaS experience are essential.