We're a successful software company with a team spanning Australia, New Zealand, Malaysia and Thailand, specialising in dealer management systems for retail dealerships across automotive, trucking, agriculture and construction equipment.
Over the last 35 years, we've brought a number of industry-leading dealer management systems to market, helping our clients run their dealerships more effectively, efficiently and profitably.Auto IT is wholly owned by The Perseus Group, an operating group of Constellation Software Inc., a well-capitalised, global publicly traded company specialising in vertical market software.It's an exciting time for our business.
With offices globally, we offer career progression and career development as part of a team dedicated to supporting clients across the Asia Pacific region.About the roleThe Support Operations Manager is responsible for overseeing the Customer Service and Implementation Team Leads and their respective teams across Australia, New Zealand, and Southeast Asia.
This role ensures the delivery of high-quality customer support services while enabling the teams' participation in implementation projects alongside the Service Delivery Practice Manager.
The Support Operations Manager works cross-functionally with Product, Service Delivery, Data Services, and Tech Services to ensure seamless customer experiences across support and onboarding journeys.Key responsibilitiesLead and coach the Customer Service and Implementation Team Leads across Australia, New Zealand and South East Asia, ensuring alignment with business goals and service standardsEnsure consistent support delivery, issue resolution, and customer satisfaction across regionsPartner with the Service Delivery Practice Manager on resource planning and readiness of support teams for project workStandardise workflows, SOPs,



SLAs and KPIs so support is consistent and scalableOwn critical escalations and work with Product and Development to fix root causesFind automation and efficiency opportunities and use data to drive decisionsGet support ready for every new product releaseAct as the final escalation point for critical support issues across products and regionsDefine, monitor, and report on KPIs for support teams, including ticket response and resolution rates, CSAT scores, and resource utilisationPrepare weekly and monthly performance reports for the Director of Operations and senior managementAbout you7+ years in a customer support or technical support management roleProven experience managing multi-region support teams in a SaaS or DMS environmentProven track record in process improvement, automation, and support operations scalingProven track record working within a large, global software businessStrong knowledge of DMS software, SaaS applications, and troubleshooting methodologiesProficiency with ticketing systemsFamiliarity with ITIL frameworks, escalation management, and customer service best practicesProven strong leadership and coaching abilitiesExcellent communication and conflict resolution skillsBachelor's degree in a relevant field (Business, IT, or equivalent experience preferred)A data-driven, strategic mindset paired with strong coaching and communication skillsWillingness to travelWhy Auto IT?
You'll get real influence in a business big enough to back you and small enough that your impact is visible.
Working with a great team, you will have the opportunity to lead, coach and grow your people.
We offer a remote first working model along with attractive remuneration, the opportunity to earn profit sharing and achievement bouses, and a range of employee benefits including additional leave, an Employee Assistance Program and access to world class professional development.Be careful - Don't provide your bank or credit card details when applying for jobs.
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📌 Remote-First Global Support Ops Manager (Gold Coast)
🏢 Auto-IT
📍 Gold Coast