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Are you a people-first leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced, tech-driven environments where your ideas can directly shape the future of service excellence?
Join a growing SaaS company in Sydney as our Customer Service Support Experience Manager – Customer Experience, and take the lead in creating and embedding best-in-class support practices that truly put our customers at the heart of everything we do.
About The Company
Sydney-based SaaS company on a mission to simplify complex workflows for clients across Healthcare. Our platform is intuitive, powerful, and growing fast—with customer experience at the core of our success.
Great support isn’t just reactive—it’s proactive, strategic, and always evolving. That’s where you come in.
The Role
As the Customer Service Support Manager, you’ll lead and shape the direction of our customer support operations. You’ll develop strategies, systems, and a team culture that deliver seamless, consistent, and memorable experiences for our users—while aligning closely with product, tech, and sales.
Key Responsibilities
• Design and implement best-practice customer support processes and tools
• Manage and mentor the customer service team (onshore and/or offshore)
• Drive customer satisfaction, response time, and first contact resolution metrics
• Collaborate with cross-functional teams to deliver a unified customer journey
• Build scalable support documentation and self-service resources
• Collect customer insights to help inform product development
• Implement technologies (e.g., CRM, helpdesk platforms) to enhance service delivery
• Champion a culture of customer-centricity across the organisation
What We’re Looking For
• 5+ years in a customer service/support leadership role, ideally in SaaS or tech
• Proven experience developing customer support strategies and scaling teams
• A strong grasp of customer experience design and operational best practices
• Excellent communication and stakeholder management skills
• Hands-on experience with customer support tools (e.g., Zendesk, Intercom, HubSpot)
• Data-driven mindset with a focus on continuous improvement
• Ability to lead through influence and bring others along the journey
What You’ll Get
• Modern offices in the CBD
• Work alongside an ambitious, supportive, and down-to-earth team
• Opportunity to shape how we support and engage with our customers as we scale
• A dynamic and innovative culture where your voice will be heard
Seniority level- Seniority levelMid-Senior level
- Employment typeFull-time
- Job functionCustomer Service and Management
- IndustriesIT System Custom Software Development, Health and Human Services, and Telephone Call Centers
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