The Role As 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 strategy
Lead and inspire a high-performing Customer Support team
Drive service excellence across all customer touchpoints and brands
Identify customer pain points and partner with stakeholders to implement meaningful improvements
Own customer service KPIs including CSAT, SLA performance, response times, first contact resolution and productivity
Lead the optimisation of Zendesk and customer support technologies
Develop and implement automation, AI and self-service initiatives that enhance customer experience and efficiency
Deliver customer insights and recommendations to senior leadership teams
Drive process improvements that reduce customer enquiries and improve business performance
About You You 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 teams