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

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.
- Manage the offshore BPO partner through transparent 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 clear 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

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