Job Title

About the RoleYouTrip Australia is looking for an experienced Operations Manager to lead our offshore customer support team and own end-to-end customer operations for Australian users.This role combines people leadership, operational ownership, and customer advocacy. You''ll be responsible for the performance and capability of the offshore CS team, while also stepping back to see the broader customer journey identifying patterns, root causes, and systemic improvements beyond individual tickets.You''ll work closely with Compliance, Legal, Product, and Marketing to ensure customer support not only resolves issues, but actively improves the overall YouTrip experience in Australia.Your MissionBuild and lead a high-performing customer support operation that is customer-centric by design, compliant by default, and continuously improving at scale.Key ResponsibilitiesOffshore CS Team LeadershipDirectly manage the offshore customer support team handling Australian usersSet clear expectations around customer empathy, accuracy, tone, and resolution qualityCoach and develop team members to think beyond individual tickets and understand customer contextFoster a customer-first culture while maintaining strong risk and compliance disciplineCustomer Operations, Escalations & AdvocacyOwn the end-to-end customer support experience for Australian usersManage complex, sensitive, or high-risk escalations (e.g. scams, fraud, ID verification)Act as the final escalation point where customer outcomes and regulatory considerations intersectRepresent the voice of the customer in internal discussions, balancing short-term fixes with long-term improvementsCompliance & Regulatory AlignmentPartner closely with Compliance, Legal, and Operations to ensure CS handling aligns with Australian regulations and consumer protection expectationsTranslate regulatory requirements into clear, practical guidance that supports both compliance and good customer outcomesEnsure training materials and processes evolve as policies, products, or regulations changeProcess, SOPs & Continuous ImprovementDesign, implement, and maintain SOPs, workflows, and escalation paths for AU customer supportIdentify recurring customer pain points and systemic issues across the journeyDrive improvements that reduce repeat contacts, friction, and unnecessary escalationsMaintain a clear, usable knowledge base that supports consistent and high-quality supportCross-Functional Collaboration & Bigger-Picture ThinkingWork closely with Product, Marketing, and Operations to anticipate customer impacts from launches, campaigns, or changesSurface customer insights and trends to inform product improvements and roadmap decisionsContribute to incident and issue management with a focus on root cause, not just resolutionHelp ensure customer support is seen as a strategic function, not just a reactive oneMetrics, Reporting & Performance ManagementOwn customer operations KPIs including resolution time, CSAT, QA scores, backlog, and escalation volumeUse data to identify trends, risks, and opportunities for improvement across the customer lifecycleReport clearly on performance and insights to local and regional stakeholdersAbout You4+ years of experience in customer operations, customer experience, or support leadershipProven experience managing offshore or distributed customer support teamsStrong customer-centric mindset, with the ability to zoom out and see the full customer journeyBackground in fintech, financial services, or another regulated industrySolid understanding of Australian customer expectations, consumer protection, and AML/KYC conceptsComfortable operating in a fast-moving, high-growth environmentSkills & AttributesConfident people manager with a coaching-led, customer-first leadership styleStrong judgement when balancing customer experience with risk and complianceOperationally strong, with the ability to turn insights into scalable solutionsClear communicator who can simplify complex regulatory requirementsData-driven, using metrics to drive both performance and customer outcomes #J-18808-Ljbffr