Job Description
The Opportunity:
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Our client is a global software organisation with a strong presence across multiple global markets and an extensive portfolio of enterprise software solutions.
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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.
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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.
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Key Responsibilities
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Lead the transformation and ongoing maturity of a multi-region customer support function.
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Build and develop high-performing leaders and geographically dispersed teams.
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Drive governance, standardisation and continuous improvement across support operations.
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Establish meaningful KPIs focused on SLA performance, customer satisfaction, technical performance, quality and operational efficiency.
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Partner closely with Product, Engineering and Customer Success to improve the end-to-end customer experience.
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Lead complex technical escalations while implementing proactive improvements to reduce future issues.
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Champion automation,



self-service capabilities and knowledge management initiatives.
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Prepare support teams for new product releases through structured enablement and readiness programs.
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About You
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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:
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Significant experience leading customer support, customer care or technical support functions.
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Experience managing large, geographically dispersed teams through multiple layers of leadership.
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A strong operational mindset with experience improving service delivery, governance and support processes.
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Demonstrated success partnering with Product, Engineering and Customer Success teams.
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Strong commercial acumen with excellent stakeholder management and executive communication skills.
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Experience driving organisational change within a complex technology business.
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What's on Offer
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Executive leadership role reporting into a global leadership team.
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Competitive remuneration and incentive package.
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Chance to shape and transform an international support organisation.
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Highly collaborative, customer-focused technology business.
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Hybrid working environment based in Sydney.
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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