Customer Service Manager - telecommunications

Mulgrave | $115-135k + Super

Reporting directly to the CEO, this newly created leadership role offers the chance to lead a team of six customer service and service delivery professionals while driving systems optimisation, process improvement and business transformation within a growing telecommunications and technology provider supporting clients across healthcare, warehousing and engineering sectors.

About the Role

You'll lead day-to-day customer service and service delivery operations while playing a key role in business improvement initiatives. This is a hands-on position where you'll coach the team, manage escalations, improve processes and drive successful adoption of recent systems and automation.

Key Focus Areas:
Lead and develop a team of 6 customer service/service delivery staff
Oversee customer service operations, ticket management and service performance
Finalise the transition from NetSuite to Autotask
Drive systems optimisation, automation and AI initiatives
Implement KPIs, reporting and accountability frameworks
Improve workflows, processes and team capability
Support operational projects and business growth initiatives





About You:
Experience leading customer service, service delivery or operations teams
Strong background in systems optimisation and process improvement
Experience managing change and driving performance improvements
Hands-on leadership style with a proactive approach
Telecommunications experience highly regarded
Exposure to Autotask, NetSuite, MSP, telecommunications or ICT environments highly regarded

What's on Offer?
$110-135k + Super
Direct access to and mentorship from the CEO
Prospect to shape systems, processes and team performance
Growing telecommunications and technology business
Onsite parking and some WFH flexibility

This role is ideal for a hands-on leader who enjoys developing people, improving systems and delivering measurable business outcomes.

At people2people, Edge Recruitment and Frog Recruitment, we welcome everyone and encourage people to be their authentic selves. If you require reasonable adjustments during the recruitment process, please contact your recruitment consultant so we can support your needs.

📌 Customer Service Manager Mulgrave
🏢 Frog Recruitment
📍 Mulgrave