Head of Customer Support

Sydney CBD | Full time | Four days per week in the office

About Spacetalk

Spacetalk (SPA:ASX) is an Australian technology company delivering products and services that help families stay safe and connected.

Our ecosystem brings together wearable devices, mobile connectivity and software. We support families through products designed for children, older people and other customers who value safety, reliability and trusted communication.

Spacetalk is undergoing a significant transformation. We are evolving from a hardware-led business into a software-led, subscription-based technology company. This includes a new technology platform, an expanding mobile subscriber base and opportunities to provide our software through telecommunications partners.

Customer support is critical to this transformation. As our platform, products and customer base grow, we need a dependable and scalable support operation that earns customer trust, responds effectively during service incidents and turns recurring issues into lasting operational improvements.

About the role

We are looking for an experienced Head of Customer Support to lead Spacetalk’s global customer support function.

Reporting to the Chief Operating Officer, you will have responsibility for our onshore support specialists and offshore BPO team. You will own support performance, the BPO relationship, Intercom, workforce planning, quality, knowledge management, escalations and continuous improvement.

This is a hands-on leadership role. You will strengthen the operating model while remaining close enough to the detail to diagnose problems, improve workflows and lead the response to significant customer or service issues.

Your mandate is clear: build a high-performing support function that delivers timely, accurate and safe support across Spacetalk devices, software and mobile services.

What you will own

Support operations and performance

- Lead customer support across all service channels and operating locations.
- Set service standards, operating rhythms, escalation paths and clear case ownership.
- Own the support scorecard, including first response time, resolution time, service-level attainment, first-contact resolution, backlog age, reopen rates, CSAT and quality.
- Manage support budgets and improve cost per resolved contact without compromising service, safety or quality.

BPO vendor management

- Manage the offshore BPO partner through clear service levels, workforce plans, schedules and performance scorecards.
- Lead regular operational reviews, quality calibration and corrective-action processes.




- Match staffing capacity to customer demand and planned product or service activity.
- Build consistent standards, communication and accountability across the onshore and offshore teams.

Demonstrated experience managing a BPO vendor is essential for this role.

Intercom and support systems

- Own the configuration and performance of Intercom.
- Improve inboxes, workflows, routing, macros, automation and reporting.
- Use AI and self-service where they improve speed and consistency, while maintaining clear access to human support.
- Ensure support data is accurate, useful and translated into operational decisions.
- Maintain a current and reliable knowledge base for customers and support agents.

Strong hands-on Intercom experience is essential.

Technical readiness and incident response

- Partner with Product, Engineering and Mobile Operations to prepare the support function for releases, migrations and service changes.
- Translate technical information into explicit troubleshooting guidance and customer communications.
- Lead the support response to significant service incidents and high-risk cases.
- Establish clear escalation, communication and recovery processes.
- Identify repeat contacts, failure demand and emerging issue patterns.
- Lead root-cause reviews and track corrective actions through to closure.

Complaints risk and quality

- Maintain effective complaint-handling and escalation processes.
- Ensure TIO, OAIC, executive, consumer law, privacy, child-safety and warranty matters are documented and resolved appropriately.
- Establish quality standards, coaching routines and regular case audits.
- Ensure customer-facing guidance reflects current products, policies, known issues and engineering fixes.
- Reduce avoidable cancellations and complaints by resolving the underlying service issue.

People leadership

- Develop capable onshore and offshore support leaders.
- Set clear expectations and build capability through coaching, calibration and performance management.
- Create an inclusive and accountable team culture.
- Improve communication and alignment across locations and functions.
- Build succession plans and strengthen the team’s ability to operate effectively during periods of change.

What you will bring





You are an experienced support leader who combines operational discipline with calm, practical leadership. You are comfortable moving between executive discussions, vendor performance reviews, system configuration and urgent customer escalations.

You will bring:

- Eight or more years of experience leading customer support operations, including experience at Senior Manager or Head level.
- Demonstrated experience managing an offshore BPO vendor or outsourced support operation.
- Strong hands-on experience with Intercom, including workflows, automation, routing, reporting and knowledge management.
- Experience running a multi-channel support operation using clear service levels, quality controls and performance metrics.
- Strong technical literacy and the ability to translate complex product or engineering information into practical support guidance.
- Experience leading incident response, service recovery or post-launch stabilisation.
- Strong data literacy and the ability to use operating metrics to identify problems and measure improvement.
- Sound commercial judgement and confidence managing budgets, vendor costs and resourcing decisions.
- Strong stakeholder management and executive communication skills.

Experience in a regulated industry is highly regarded. Experience in telecommunications, mobile services, connected devices, subscription technology or consumer technology will be particularly valuable.

Familiarity with telecommunications complaints, privacy obligations, consumer law, warranty processes or safety-related technology would also be an advantage.

Location and eligibility

This is a full time role based in Sydney.

The successful candidate will work from our Sydney CBD office four days per week, with one flexible working day.

Applicants must be an Australian citizen or Australian permanent resident with unrestricted working rights. Sponsorship is not available for this position.

Why join Spacetalk

This role offers the opportunity to shape a critical function during a meaningful period of business and technology transformation. You will have direct access to executive leadership, a clear mandate to improve how support operates and the opportunity to influence product supportability, service readiness and operational decision-making. You will inherit a function with real challenges and significant potential.

Success will be visible in stronger customer trust, a more capable support team, better operating discipline and fewer recurring customer issues.

If you are motivated by building reliable support operations, developing teams and improving complex services, we would like to hear from you.

📌 Head of Customer Support (Sydney)
🏢 SPACETALK
📍 Sydney