The Role:
As our Customer Support Manager, you will lead the customer support function, ensuring the delivery of a high-quality and scalable support experience across customer enquiries, case management and escalations.
You will be responsible for driving service standards, team performance, and continuous improvement to support business growth.
You will work closely across various functions to identify process inefficiencies, customer pain points and automation opportunities to improve the end-to-end customer experience.
Utilizing your well-developed leadership skills, you will coach and support the team while fostering a culture of accountability, collaboration and customer-centric problem solving.
This key role will enhance service outcomes, support commercial objectives and deliver insight-led improvements that increase customer satisfaction, operational efficiency and business performance.
You will contribute to strategic initiatives that improve organisational effectiveness and drive data‐driven decision making across the function.
You Will Bring:
Strong people leadership, coaching and performance management capability
Customer‐first mindset with calm, confident and accountable communication
Experience leading customer support, contact centre, customer operations or service teams
Experience using CRM, case management, dashboards and reporting to improve performance and customer outcomes
Financial services, automotive, salary packaging, novated leasing or regulated customer service experience is highly desirable
Experience with automation, self‐service, AI, knowledge management or BPO models is desirable
Ability to operate in a scale‐up environment with ambiguity, pace and changing priorities
Tertiary qualifications in Business, Commerce, Customer Experience, Operations or another relevant discipline preferred
What we can offer you:
Strong culture and the support of a values‐based recognition program
Novated leasing benefits and discounts




12 weeks paid parental leave
Comprehensive learning and development opportunities to support your career growth
Sonder digital wellbeing platform, providing personalised support 24/7, plus annual flu vaccinations
Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund
Exempt Employee Share Plan
Volunteer leave & Career break
MMS Rewards program
Embracing our value of Everyone Matters we hold a collective commitment to foster an workplace where all differences are valued and respected.
We encourage individuals from all backgrounds including Aboriginal and Torres Strait Islander peoples, those caring for someone or living with a disability, LGBTQIA+ and culturally diverse applicants to apply.
We value the skills and attributes veterans can bring to our organisation.
We embrace hybrid working and welcome conversations about flexibility.
Please note all successful candidates will undergo background checks (including criminal history and ASIC checks) and an NDIS Workers Screening Check if appropriate.
All information provided will be treated confidentially.
We acknowledge Aboriginal and Torres Strait Islander people as the Traditional Custodians of the lands where we live, learn and work.
If you identify as a person living with disability and require adjustments to our recruitment process, please contact us at ******
The McMillan Shakespeare Group (MMS) is a trusted provider of salary packaging, novated leasing, disability plan management and support co‐ordination, asset management and related financial products and services.
From our origins in **** when we created Australia's salary packaging industry to today, MMS has a proud history of innovation and exceptional service.
Through our subsidiaries, we offer a breadth of services and expertise designed to responsibly deliver superior long‐term value to our clients and customers, which include Federal and State governments and some of the largest public and private sector, health and charitable organisations.
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📌 Customer Support Manager (Melbourne)
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