Opportunity Hub
Customer Support Manager
Customer Support Manager
- SaaS
- Recently Added
- Australia
- Full-time
- Location -
- Position -
- Salary -
- Australia
- Full-time
- 120 000 AUS
- Super
Our client is a growing RetailTech SaaS business building the technology behind smarter buying, planning and trading for fashion brands and retailers. Their platform brings complex retail data together in one place, using data science and AI to help teams understand what’s happening in their business and make better commercial decisions.
They’re looking for a Customer Support Manager who genuinely loves solving problems for customers. This is part customer support, part technical detective work: you might be figuring out why a customer’s data isn’t mapping correctly, tracing an issue across connected systems, working with engineers to get it fixed, and then making sure the customer gets a fast, brilliant outcome. Around that, you’ll lead three support agents, raise the quality of the function and become the person customers trust to simply get things sorted.
View requirements and responsibilities
Responsibilities:
- Investigate complex customer issues across data, systems, integrations and APIs, identifying the root cause and driving them through to resolution.
- Own customer issues end-to-end, ensuring fast, accurate and high-quality outcomes rather than simply escalating problems.
- Work closely with Data Engineering and other technical teams, translating customer issues into clear technical context and actions.
- Become a trusted point of contact for customers, understanding their configuration, data and how they use the platform.
- Lead three customer support agents, monitoring quality, communication and speed to resolution while coaching them when they get stuck.
- Manage incoming support activity and ensure customer queries are prioritised, followed through and resolved effectively.
- Identify patterns across recurring issues and turn them into product, workflow and process improvements.
- Improve support tooling, knowledge systems and ways of working as the business continues to scale.
- Maintain exceptionally high standards across customer communication, attention to detail and follow-through.
- Drive performance across CSAT, first-contact resolution, resolution speed and overall quality of service.
Requirements:
- Experience in technical customer support, customer success or a similarly customer-focused role; B2B SaaS experience is advantageous rather than an absolute requirement.
- Naturally customer-obsessed, with a genuine motivation to deliver exceptional service and get customers the outcome they need.
- Strong technical aptitude and curiosity, with an interest in understanding how systems and data work.
- Highly analytical and detail-oriented, with the patience to investigate a problem until you understand what is actually causing it.
- Comfortable working with technical teams and ideally familiar with APIs, integrations, data configurations or connected systems.
- Strong written and verbal communication skills, with the ability to explain problems clearly to both customers and engineers.
- Strong ownership and follow-through — someone who enjoys taking a problem and getting it completely resolved.
- Previous people-management experience is advantageous but not essential; a strong individual contributor with natural mentoring and leadership capability will also be considered.
- Hustle Co.