Customer Support Manager

As our Customer Support Manager, you will lead the customer support function, ensuring the delivery of a high-quality and scalable support experience across customer enquiries, case management and escalations .

You will be responsible for driving service standards, team performance, and continuous improvement to support business growth . You will w ork closely a cross various functions to identify process inefficiencies, customer pain points and automation opportunities to improve the end-to-end customer experience.

Utilising your well-developed leadership skills , you will coach and support the team while foster ing a culture of accountability, collaboration and customer-centric problem solving

This key role will enhanc e service outcomes, support commercial objectives and deliver i nsight-led improvements that increase customer satisfaction, operational efficiency and business performance. You will contribute to strategic initiatives that improve organisational effectiveness and drive data-driven decision making across the function .

S trong people leadership, coaching and performance management capability.

Customer-first mindset with calm, confident and accountable communication.

Experience leading customer support, contact centre, customer operations or service teams.

Experience using CRM, case management, dashboards and reporting to improve performance and customer outcomes.

Financial services, automotive, salary packaging, novated leasing or regulated customer service experience is highly desirable.

Experience with automation, self-service, AI, knowledge management or BPO models is desirable.

Ability to operat e in a scale-up environment with ambiguity, pace and changing priorities

Tertiary qualifications in Business, Commerce, Customer Experience, Operations or another relevant discipline preferred.