Job title
Manager, Support & Operations

Own how support work flows across Melbourne, the Philippines and Pakistan. Lead offshore teams at one of the fastest-growing AI companies in local business.

About PodIum

Podium brings AI Employees to local businesses, turning every conversation into revenue. We’re trusted by 60,000+ businesses across Auto, Home Services and Aesthetics, capturing and converting leads 24/7.In under 24 months we crossed $100M in AI Agent ARR, growing 300% year-over-year, and we’ve deployed 10,000 AI employees. We’ve been named Best AI Implementation by Inc. Magazine, highlighted by OpenAI for building revenue-driving AI Agents, and ranked the #1 AI Agent for Business Operations by G2.

What you’ll be doing

- Own how tickets move from triage through each support tier, technical escalation and resolution
- Define ownership, handover expectations and follow-through across local and offshore teams, and hold teams to them
- Act as the escalation point for complex or high-priority cases
- Monitor workflow health (ageing tickets, handover quality, escalation follow-through) and act early on bottlenecks
- Make sure every escalated issue has a named owner, a scheduled next update and a confirmed outcome
- Communicate confirmed resolutions back to customers and the teams involved
- Hold Product and Engineering to agreed SLAs on escalated issues
- Act as the Voice of the Customer, bringing organised insights to Product
- Establish shared support processes with the TPS Manager
- Agree and regularly review boundaries and handoffs between Support and TPS
- Lead, coach and develop Product Support Specialists in the Philippines and Pakistan
- Own team performance against CSAT, first response and resolution times, quality scores and SLA adherence
- Run 1:1s, team meetings and performance conversations, and support growth opportunities
- Manage coverage, rosters and handovers across time zones
- Recruit,



onboard and train new team members with local leadership and HR
- Keep internal documentation current and well used
- Train the team and broader customer-facing teams on products and new features
- Use data to spot trends, forecast capacity and report to senior leadership

What you’ll bring

- 5+ years in technical or product support within SaaS or tech, including 2+ years leading a support team
- A track record of building support operations, including triage, tiering, escalation and handover processes others actually follow
- Proven ability to drive accountability through influence with peers and partner teams who don’t report to you
- Experience managing distributed or offshore teams across countries and time zones, with cultural awareness and the ability to build trust remotely
- Strong coaching skills and a history of building motivated, high-performing teams
- Strong troubleshooting skills and the ability to vet product issues with Product and Engineering
- Experience running closed-loop escalation communication
- A customer-first mindset and clear communication across email, SMS, phone and video
- A data-driven approach to support metrics and reporting
- Flexibility to work across time zones as needed
- Experience with Zendesk, Salesforce or Intercom is highly regarded

What success looks like

- Ageing tickets are visible, owned and moving, with nothing stalled between tiers or teams
- Handovers are complete, timely and need no rework
- Every escalation is followed through to a confirmed outcome
- Offshore CSAT, response and resolution times, quality and SLA targets are met
- Engagement and retention are strong in both the Philippines and Pakistan
- Open and transparent culture
- $650/month health and wellbeing allowance, spend it your way
- 4 weeks’ annual leave
- Melbourne CBD office on the corner of Queen & Collins St, with end-of-trip facilities and bike storage
- Snacks and drinks always stocked
- Catered lunch in the last week of every month

Ready to lead?

📌 West Area Crushing (Melbourne)
🏢 Winslow
📍 Melbourne