The Prospect

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 best 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 su

📌 Director of Technical Customer Support (City of Sydney)
🏢 @
📍 City of Sydney