Rental Car Manager | Brisbane | Hybrid

Lead a outstanding customer experience and help shape the next stage of our support journey

At Rental Car Manager, customer support plays an important role in the experience we provide our customers. We’re looking for a Customer Support Manager to lead our Support team and Onboarding Specialist, continuing to develop the team and the way we support our customers.

Reporting to the General Manager and working closely with Customer Success, Product and Development, you’ll have the opportunity to build on established ways of working while identifying new opportunities to improve the customer experience, strengthen processes and support the ongoing development of the team.

This is a leadership role with a broad view across support and onboarding. You’ll balance the day-to-day needs of customers and the team with a focus on continuous improvement, capability and creating consistent, scalable ways of working.

About Rental Car Manager

Rental Car Manager provides cloud-based vehicle rental software supporting rental operators with their day-to-day operations. Its platform includes capabilities across online bookings, fleet management, payments, reporting and analytics, integrations and more.

What you'll be doing

You’ll lead a customer-focused team and help continue to evolve our approach to support and onboarding.

You will:

- Lead, coach and develop the Support team and Onboarding Specialist, creating clarity around priorities, expectations and shared goals.

- Oversee the support queue and help the team deliver timely, meaningful and consistent responses to customers.

- Establish and maintain service standards and measures that support a positive customer experience.





- Work with the team to understand recurring customer challenges and identify practical opportunities for improvement.

- Continue to develop processes across triage, response, escalation and follow-up.

- Support a smooth and consistent onboarding experience that helps customers get off to a great start.

- Work closely with Customer Success to create strong handovers and a connected customer experience.

- Support complex customer issues and escalations, working collaboratively to achieve positive outcomes.

- Partner with Product and Development on technical issues, customer feedback and opportunities to enhance the customer experience.

- Use support data and customer insights to understand trends and help prioritise improvements.

- Continue to develop knowledge resources, guides and playbooks that support both customers and the team.

- Explore practical opportunities for AI and automation to complement the work of the team and improve efficiency.

- Provide clear reporting on support performance, customer experience and areas of opportunity.

What we're looking for

We’re looking for an experienced customer support leader who enjoys developing people, improving how things work and creating a strong customer experience.

You’ll likely bring:

- Experience leading a customer support, service or similarly customer-focused team.





- A collaborative leadership style with the ability to coach, develop and support people to perform at their best.

- Experience working with service standards, support measures, queues or customer service operations.

- The ability to look across customer feedback, processes and data to identify opportunities for improvement.

- Confidence managing complex customer situations and escalations.

- Experience developing practical processes, knowledge resources or ways of working.

- Strong communication skills and the ability to make complex information easy to understand.

- An interest in how technology, AI and automation can enhance customer support.

- Valuable judgement, organisation and the ability to balance competing priorities.

- A proactive approach and a genuine interest in delivering a great experience for both customers and the team.

Experience within software or SaaS would be valuable, although we’re equally interested in how you’ve led teams, supported customers and contributed to improving the way a customer-focused operation works.

Why join Rental Car Manager?

This is an prospect to take on an established leadership role while also having the scope to contribute ideas and help shape how support evolves.

You’ll work across Support, Onboarding, Customer Success, Product and Development, giving you the opportunity to influence the broader customer experience rather than focusing on one part of the journey.

If you enjoy developing people, solving customer challenges and finding smarter ways to deliver great support, we’d love to hear from you.

This role is based in Brisbane with a hybrid working arrangement.

📌 Customer Support Manager (Brisbane)
🏢 GMH Systems
📍 Brisbane