Job Type: Full-time

Remote: Remote

The RoleAs we continue to evolve our customer experience capability, we're looking for an experienced and strategic Group Customer Support Manager to lead our customer support function across all Austin Group brands.You will lead the customer support function, elevating it from a traditional service team into a strategic customer experience capability. Reporting to the General Manager – Digital & Customer, this role is responsible for delivering exceptional customer experiences across every interaction while driving operational excellence, technology optimisation, automation and AI innovation. Other responsibilities will include, but are not limited to:Develop and execute Austin Group's customer support and customer experience strategyLead and inspire a high-performing Customer Support teamDrive service excellence across all customer touchpoints and brandsIdentify customer pain points and partner with stakeholders to implement meaningful improvementsOwn customer service KPIs including CSAT, SLA performance, response times, first contact resolution and productivityLead the optimisation of Zendesk and customer support technologiesDevelop and implement automation,



AI and self-service initiatives that enhance customer experience and efficiencyDeliver customer insights and recommendations to senior leadership teamsDrive process improvements that reduce customer enquiries and improve business performance About YouYou are an experienced customer service or customer experience leader who thrives on improving processes, leading teams and creating exceptional customer outcomes.You will bring:5+ years' experience leading Customer Support, Customer Experience or Contact Centre teamsStrong experience managing omnichannel customer operationsProven leadership, coaching and stakeholder management skillsStrong analytical and commercial acumen with the ability to use data to drive decisionsExperience driving change, continuous improvement and operational transformationExposure to Zendesk or similar customer support platforms.Experience with Shopify, ERP systems and customer service technologiesA passion for customer experience, innovation and delivering resultsA proactive, creative and collaborative approach to work We provide:Competitive salary packageGenerous product allowance50% discount across GAZMAN, Perri Cutten & Cable for yourself and immediate familyFree onsite parking at our Malvern Support OfficeThe flexibility to work from home each FridayA commitment to invest in ongoing professional training and developmentThe opportunity to work with a talented and passionate creative and marketing teamA friendly, inspiring and rewarding team environment where achievements are recognised

📌 Group Customer Support Manager (Australia)
🏢 Austin Group
📍 Australia