Company Description Zato is an agentic AI platform designed specifically for accounting firms, built by accounting experts with over 20 years of industry experience and more than 1 million ledgers processed. The company embeds deep compliance expertise into domain-specific native-AI systems that perform advanced general ledger scrutiny, manage client queries, and compile fully structured workpapers. By replacing manual compliance production with scalable, intelligent execution, Zato helps firms complete compliance jobs up to 80% faster while improving consistency, quality, turnaround time, and margins.

This enables accounting firms to increase capacity, enhance control, and strengthen profitability without increasing headcount, offering customer-focused professionals the opportunity to contribute to innovation in the accounting technology space.

Role Description The Customer Service Manager is a full-time, hybrid role based in the Greater Sydney Area, with flexibility for some work from home. The individual in this role will lead and develop the customer service function, ensuring high levels of customer satisfaction and consistent, timely support for accounting firm clients using Zato’s AI solutions. Day-to-day responsibilities include managing customer support workflows, overseeing resolution of escalated issues, monitoring service performance metrics, and implementing improvements to processes and policies.





The role also involves collaborating with product and engineering teams to relay client feedback, supporting onboarding and training for new customers, and preparing reports and insights on customer service outcomes.

The Customer Service

Manager will coach and mentor team members, foster a customer-centric culture, and help standardize best practices as the company grows.

Qualifications

Strong customer-focused expertise, including skills in Customer Satisfaction, Customer Service Management, and Customer Support.

Well-developed Analytical Skills to interpret service metrics, identify trends, and inform data-driven improvements.

Excellent Communication skills, including clear written and verbal communication and the ability to adapt to technical and non-technical audiences.

Proven experience managing or leading customer service or support teams, preferably in SaaS, fintech, or skilled services environments.

Ability to work effectively in a hybrid setting in the Greater Sydney Area, balancing onsite collaboration with independent work from home.

Demonstrated capability in stakeholder management, conflict resolution, and building strong client relationships.

Familiarity with accounting, compliance workflows, or AI-driven software solutions is highly beneficial.

Relevant tertiary qualification in business, management, communications, or a related discipline, or equivalent professional experience.

📌 Customer Service Manager (Sydney)
🏢 Zato
📍 Sydney