Customer Service Manager
Salary: $121,500 – $135,000 per year
Reporting directly to the CEO, this newly created leadership role offers the opportunity to lead a team of six customer service and service delivery professionals while driving systems optimisation, process improvement and business transformation within a growing telecommunications and technology provider supporting clients across healthcare, warehousing and engineering sectors.
About the Role
You'll lead day-to-day customer service and service delivery operations while playing a key role in business improvement initiatives. This is a hands-on position where you'll coach the team, manage escalations, improve processes and drive successful adoption of new systems and automation.
Key Focus Areas:
Lead and develop a team of 6 customer service/service delivery staff
Oversee customer service operations, ticket management and service performance
Finalise the transition from NetSuite to Autotask
Drive systems optimisation, automation and AI initiatives
Implement KPIs, reporting and accountability frameworks
Improve workflows, processes and team capability
Support operational projects and business growth initiatives
About You:
Experience leading customer service, service delivery or operations teams
Strong background in systems optimisation and process improvement
Experience managing change and driving performance improvements
Hands-on leadership style with a proactive approach
Telecommunications experience highly regarded
Exposure to Autotask, NetSuite, MSP, telecommunications or ICT environments highly regarded
What's on Offer?
$110-135k + Super
Direct access to and mentorship from the CEO
Opportunity to shape systems, processes and team performance
Growing telecommunications and technology business
Onsite parking and some WFH flexibility
This role is ideal for a hands-on leader who enjoys developing people, improving systems and delivering measurable business outcomes.