The Opportunity:

Our client is a global software organisation with a strong presence across multiple global markets and an extensive portfolio of enterprise software solutions.

An exciting opportunity has arisen for an experienced technical customer support leader to transform and lead a high-performing support function across multiple regions. Reporting to a senior global executive, this role will play a key part in driving operational excellence, improving customer experience, and embedding bets practice technical support across a complex global business.

This is a leadership role focused on transformation rather than day-to-day ticket management. You'll be responsible for creating and maintaining a scalable, high-performing support organisation that delivers exceptional service while partnering closely with Product, Engineering, Customer Success and Consulting teams.

Key Responsibilities

- Lead the transformation and ongoing maturity of a multi-region customer support function.
- Build and develop high-performing leaders and geographically dispersed teams.
- Drive governance, standardisation and continuous improvement across support operations.
- Establish meaningful KPIs focused on SLA performance, customer satisfaction, technical performance, quality and operational efficiency.
- Partner closely with Product, Engineering and Customer Success to improve the end-to-end customer experience.
- Lead complex technical escalations while implementing proactive improvements to reduce future issues.
- Champion automation,



self-service capabilities and knowledge management initiatives.
- Prepare support teams for new product releases through structured enablement and readiness programs.

About You

You’ll be an experienced leader from an enterprise software / SaaS environment, or a complex commercial business, with a track record of building and transforming customer support organisations. You’ll bring:

- Significant experience leading customer support, customer care or technical support functions.
- Experience managing large, geographically dispersed teams through multiple layers of leadership.
- A strong operational mindset with experience improving service delivery, governance and support processes.
- Demonstrated success partnering with Product, Engineering and Customer Success teams.
- Strong commercial acumen with excellent stakeholder management and executive communication skills.
- Experience driving organisational change within a complex technology business.

What's on Offer

- Executive leadership role reporting into a global leadership team.
- Competitive remuneration and incentive package.
- Prospect to shape and transform an international support organisation.
- Highly collaborative, customer-focused technology business.
- Hybrid working environment based in Sydney.

The successful candidate must be based in Sydney or available to relocate.

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📌 Director of Technical Customer Support (New South Wales)
🏢 Troocoo
📍 New South Wales