Customer Support Manager

• Lead the day-to-day operations of SEEK Pass Customer Support, including workload management, service performance, escalation handling and quality outcomes
• Lead, coach and develop a team of permanent and contingent workers, including workforce planning, hiring, onboarding, training, quality assurance and ongoing capability uplift
• Develop, implement and continuously improve processes, workflows and operating rhythms to increase efficiency and maintain a consistently high standard of service
• Use customer feedback, operational insights, data and core metrics/KPIs to shape our Customer Support strategy, inform prioritisation and drive continuous improvement, including opportunities to use AI, automation, self-service and tooling optimisation to improve quality, efficiency and scale
• Ensure ongoing compliance with relevant laws, obligations, policies and standard operating procedures
• Build strong, trusted relationships with key internal stakeholders and external team members, and communicate clearly and proactively
• Stay informed about product and service changes, emerging technologies and industry trends, and apply relevant learnings to improve outcomes

• Experience leading, developing and scaling a customer support or service operations team, including direct people leadership
• Strong customer focus, with excellent written and verbal communication skills
• Exceptional judgement and decision-making skills, including an ability to prioritise the critical few things and make sound trade-offs
• Ability to manage multiple priorities and initiatives, while communicating proactively and effectively with stakeholders
• Strong comfort with ambiguity, driving progress through an agile test-and-learn mindset
• Strong data-driven mindset, with experience defining key operational metrics, monitoring performance and identifying trends and using insight to improve outcomes
• Demonstrated experience improving operational processes, service quality and team effectiveness in a scaling environment
• Ability to work effectively in a cross-functional environment and influence across multiple functions and teams
• Good understanding of, or strong desire to learn, relevant technology concepts, operational tooling and the role of AI and automation in modern support operations

Other Qualifications, Skills and Experience

• Experience in a start-up environment, working with agile software development teams
• Experience improving support tooling, workflows, knowledge management, self-service or agent-assist capabilities
• Experience using AI, automation or workflow optimisation to improve operational efficiency, quality or customer experience
• Proficiency in using data visualisation tools such as Tableau, Databricks, Power BI or Sisense
• Relevant university degree would be advantageous

At SEEK, we are passionate about fostering a culture of inclusion and wellbeing that embraces and values the diversity of our people. We are a purpose driven business that works with heart.

We know teams with diverse ideas, experiences and perspectives are more creative and are critical to ensuring effective delivery and innovating to enable our future success. As such, we welcome applications from people with a diverse group of backgrounds and life experiences, especially as they relate to gender, sexual identity, culture, faith, disability and life stages. If you have the skills, curiosity and an adaptable approach but don't meet every responsibility or qualification listed in this advertisement, please still get in touch with us.