West Area Crushing & Screening Lead

Winslow; Melbourne; Hybrid; AUD 120,000 - 170,000; Full time

Benefits offered by this job

Health & wellbeing allowance

4 weeks annual leave

Melbourne CBD office access with end‑u

Snacks and drinks

Job summary

Podium in Melbourne is seeking a Manager, Support & Operations to own how tickets move across triage, escalation and resolution, including offshore teams in the Philippines and Pakistan. You will define ownership, handover expectations and escalation processes, and act as the escalation point for high-priority cases.

You’ll drive workflow health, ensure named owners, and align with Product and Engineering on SLAs.

Qualifications

• 5+ years in technical or product support within SaaS or tech, including 2+ years leading a support team.
• Proven ability to drive accountability through influence with peers and partner teams.
• Experience managing distributed or offshore teams across countries and time zones.

Responsibilities

• Own how tickets move from triage through each support tier, escalation and resolution.
• Define ownership and handover expectations across local and offshore teams.
• Act as escalation point for complex or high-priority cases.
• Monitor workflow health and address bottlenecks early.
• Coach and develop Product Support Specialists in offshore offices.

Skills

Leadership of support teams

SaaS support experience

Distributed/offshore teams

Tools

Zendesk

Salesforce

Intercom

Job description

Job title
Manager, Support & Operations

Own how support work flows across Melbourne, the Philippines and Pakistan. Lead offshore teams at one of the fastest-growing AI companies in local business.

About PodIum

Podium brings AI Employees to local businesses, turning every conversation into revenue. We’re trusted by 60,000+ businesses across Auto, Home Services and Aesthetics, capturing and converting leads 24/7.In under 24 months we crossed $100M in AI Agent ARR, growing 300% year-over-year, and we’ve deployed 10,000 AI employees. We’ve been named Best AI Implementation by Inc. Magazine, highlighted by OpenAI for building revenue-driving AI Agents, and ranked the #1 AI Agent for Business Operations by G2.

What you’ll be doing

• Own how tickets move from triage through each support tier, technical escalation and resolution
• Define ownership, handover expectations and follow-through across local and offshore teams, and hold teams to them
• Act as the escalation point for complex or high-priority cases
• Monitor workflow health (ageing tickets, handover quality, escalation follow-through) and act early on bottlenecks
• Make sure every escalated issue has a named owner, a scheduled next update and a confirmed outcome
• Communicate confirmed resolutions back to customers and the teams involved
• Hold Product and Engineering to agreed SLAs on escalated issues
• Act as the Voice of the Customer, bringing organised insights to Product
• Establish shared support processes with the TPS Manager
• Agree and regularly review boundaries and handoffs between Support and TPS
• Lead, coach and develop Product Support Specialists in the Philippines and Pakistan
• Own team performance against CSAT, first response and resolution times, quality scores and SLA adherence
• Run 1:1s, team meetings and performance conversations, and support career growth
• Manage coverage, rosters and handovers across time zones
• Recruit, onboard and train new team members with local leadership and HR
• Keep internal documentation current and well used
• Train the team and broader customer-facing teams on products and new features
• Use data to spot trends, forecast capacity and report to senior leadership

What you’ll bring

• 5+ years in technical or product support within SaaS or tech, including 2+ years leading a support team
• A track record of building support operations, including triage, tiering, escalation and handover processes others actually follow
• Proven ability to drive accountability through influence with peers and partner teams who don’t report to you
• Experience managing distributed or offshore teams across countries and time zones, with cultural awareness and the ability to build trust remotely
• Strong coaching skills and a history of building motivated, high-performing teams
• Strong troubleshooting skills and the ability to vet product issues with Product and Engineering
• Experience running closed-loop escalation communication
• A customer-first mindset and clear communication across email, SMS, phone and video
• A data-driven approach to support metrics and reporting
• Flexibility to work across time zones as needed
• Experience with Zendesk, Salesforce or Intercom is highly regarded

What success looks like

• Ageing tickets are visible, owned and moving, with nothing stalled between tiers or teams
• Handovers are complete, timely and need no rework
• Every escalation is followed through to a confirmed outcome
• Offshore CSAT, response and resolution times, quality and SLA targets are met
• Engagement and retention are strong in both the Philippines and Pakistan
• Open and transparent culture
• $650/month health and wellbeing allowance, spend it your way
• 4 weeks’ annual leave
• Melbourne CBD office on the corner of Queen & Collins St, with end-of-trip facilities and bike storage
• Snacks and drinks always stocked
• Catered lunch in the last week of every month

Ready to lead?