Support Manager (UK & AU) – Hybrid, Lead & Scale

ClearCourse; Newcastle upon Tyne; Hybrid; GBP 52,000 - 68,000; Full time

Benefits offered by this job

Holiday + bank holidays

Hybrid work

Private medical cover

Health cash plan

Life assurance

Calm wellbeing app

Perkbox benefits

Cycle to work

Volunteering days

Employee assistance

Job summary

ThinkSmart, Newcastle, is seeking a Support Manager to lead our UK and Australia support teams from a hybrid base in Newcastle. You’ll deputise for the Head of Support and shape how we deliver world-class service as we scale.

Lead six agents across two time zones, own service quality, handle escalations, manage UK/Australia rotas, and convert desk data into actionable insights to reduce repeat contacts.

Qualifications

• Proven experience managing a support or service desk team.
• Strong grasp of incident, request and problem management.
• Experience reporting on trends and service performance.
• Flexibility to work early or late for Australian hours.
• Bonus: SaaS and multi-time-zone experience.

Responsibilities

• Coach and develop a team of six across two time zones.
• Own service quality and customer experience.
• Be the go‑to for escalations.
• Manage rotas to cover UK and Australian hours.
• Turn service desk data into insight that cuts repeat contact.
• Improve our processes, tools and knowledge base.

Skills

People management

Incident & problem mgmt

Service performance reporting

Flexible with Australian hours

Job description

ThinkSmart, Newcastle, is seeking a Support Manager to lead our UK and Australia support teams from a hybrid base in Newcastle. You’ll deputise for the Head of Support and shape how we deliver world-class service as we scale.

Lead six agents across two time zones, own service quality, handle escalations, manage UK/Australia rotas, and convert desk data into actionable insights to reduce repeat contacts.