Job Description

Company Introduction:

A dynamic company headquartered in Australia. Multi awards winner, recognized for excellence in telecommunications industry. Financial Times Fastest-growing Company APAC 2023. AFR (Australian Financial Review) Fast 100 Company 2022. Great promotion opportunities that acknowledge and reward your hard work. Young, energetic and innovative team, caring and supportive work environment.

The Opportunity:

Role Overview

The Customer Support Director is a senior leadership role responsible for the overall performance, strategy, and continuous improvement of the Customer Support function across the business. Reporting directly to the COO, this role ensures that customer support operations are efficient, data-driven, and aligned with the company's service standards and strategic objectives.

The Customer Support Director owns the end-to-end customer support experience for internet and mobile services, leads the Support team, and provides clear, actionable insights to executive leadership through detailed analysis of support performance metrics.

Key Responsibilities

Team Management:

- Lead, develop, and hold accountability across the Customer Support team, fostering a customer-first and results-driven culture

- Set clear performance expectations and oversee staffing, capacity planning, and headcount management

- Drive training, coaching, and professional development to build a high-performing team

- Own support performance measurement, ensuring accurate reporting and continuous improvement across key KPIs

- Partner closely with cross-functional leaders to align support outcomes with broader business objectives

Customer Support Operations

- Own and continuously improve end-to-end customer support operations across phone, chat, email, and ticketing channels

- Define, enforce, and evolve support processes, escalation paths, and quality standards to consistently exceed SLAs

- Ensure a high-quality, consistent customer experience through QA frameworks, customer feedback, and public review channels

- Lead resolution of complex or high-impact cases and systemic issues, working closely with internal teams

- Drive scalable operational improvements across tools, systems, workflows, compliance, and regulatory standards

Executive Reporting & development

- Provide regular, structured performance reports with executions and responsibilities to the management

- Present insights, risks, and improvement opportunities clearly to senior leadership

- Contribute to company strategy from a customer experience perspective

- Support executive decision-making with data-backed recommendations

AI & Technology

- Lead the adoption of AI and automation to enhance customer support efficiency, quality, and consistency while improving agent experience

- Leverage data, analytics, and intelligent tooling to drive insight-led decision making, proactive issue resolution, and continuous improvement

- Drive continuous improvement of support platforms and workflows to enable scalable, modern, and efficient service delivery

Compliance, Risk and Governance

- Ensure compliance with related laws and industry guidelines, including telecom regulations and data privacy laws.

- Manage operational risks, audits and business continuity plans.

- Ensure adherence to company policies, security standards, and service commitments.

Skills & Experience

Essential:

- 10+ years of experience in senior leadership in customer support, operations, or service delivery

- Strong understanding of customer support KPIs and operational metrics

- Proven experience leading customer service teams

- Strong analytical and reporting capabilities

- Excellent communication and stakeholder management skills

Desirable

- Experience in telecommunications, technology, or a high-volume service environment

- Understanding of Australian internet and mobile services

- Experience driving operational change at scale

Job Type: Full-time

Pay: ?65,000.00 - ?95,000.00 per month

Benefits:

Leave encashment Provident Fund
Experience:

total work: 5 years (Required)
Work Location: In person