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Get AI-powered advice on this job and more exclusive features.This range is provided by Hays. Your actual pay will be based on your skills and experience talk with your recruiter to learn more.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 CompanySydney-based SaaS company on a mission to simplify complex workflows for clients across Healthcare. Our platform is intuitive, powerful, and growing fastwith customer experience at the core of our success.Great support isnt just reactiveits proactive, strategic, and always evolving. Thats where you come in.The RoleAs the Customer Service Support Manager, youll lead and shape the direction of our customer support operations. Youll develop strategies, systems, and a team culture that deliver seamless, consistent, and memorable experiences for our userswhile 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 organisationWhat Were 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 journeyWhat Youll 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 heardSeniority levelSeniority levelMid-Senior levelEmployment typeEmployment typeFull-timeJob functionJob functionCustomer Service and ManagementIndustriesIT System Custom Software Development, Health and Human Services, and Telephone Call CentersReferrals increase your chances of interviewing at Hays by 2xSign in to set job alerts for Customer Service Support Manager roles.Sydney, New South Wales, Australia 2 days agoSydney, New South Wales, Australia 1 day agoSydney, New South Wales, Australia 2 days agoQueens Park, New South Wales, Australia 1 week agoSydney, New South Wales, Australia 16 hours agoSydney, New South Wales, Australia 9 hours agoSydney, New South Wales, Australia 1 day agoSydney, New South Wales, Australia 1 day agoSydney, New South Wales, Australia 6 days agoSydney, New South Wales, Australia A$80,000.00-A$95,000.00 2 days agoSydney, New South Wales, Australia 10 hours agoSydney, New South Wales, Australia 4 days agoSydney, New South Wales, Australia 3 days agoMascot, New South Wales, Australia 3 days agoSydney, New South Wales, Australia 2 days agoSydney, New South Wales, Australia 6 days agoSydney, New South Wales, Australia 6 days agoSydney, New South Wales, Australia 1 day agoSydney, New South Wales, Australia 6 days agoMarket Street, New South Wales, Australia 2 days agoSydney, New South Wales, Australia 1 day agoSenior Manager, Onboard Service ExperienceSydney, New South Wales, Australia 1 day agoContact Centre Consultant - Tourism (NSW) NSW, BelgraviaPRO Head office - Sydney NSW 2000Sydney, New South Wales, Australia 2 days agoNorth Ryde, New South Wales, Australia 6 days agoKogarah, New South Wales, Australia 11 hours agoSydney, New South Wales, Australia 4 days agoCustomer Service Representative (Friday 9am - 4pm, Saturday & Sunday 1:30pm - 10:00pm, Monday 12:00pm - 7:00pm)Sydney, New South Wales, Australia 3 days agoSydney, New South Wales, Australia A$60,000.00-A$65,000.00 4 hours agoSydney, New South Wales, Australia 3 days agoSydney, New South Wales, Australia 2 days agoMascot, New South Wales, Australia 6 days agoBurwood, New South Wales, Australia 3 days agoWere unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr