Head of ANZ Customer Support

Sustainability that means business

Who we are

Sustainability software specialist, AMCS, is headquartered in Ireland, with offices in Europe, USA, Canada and Australasia. With over 1,300 highly-skilled employees across 22 countries, we specialize in delivering technology solutions to facilitate a carbon neutral future.

What we do

Our innovative SaaS solutions increase efficiency and boost sustainability in resource-intensive industries. Over 5,000 customers across 23 countries already benefit from our Performance Sustainability software, ensuring we deliver practical solutions for improved profitability and environmental resilience across the globe.

Our people

AMCS offers team members more than just a job, but an opportunity to map out a career with a company that is growing, evolving and setting out new ways of working that are having a positive impact on the world around us.AMCS was established in Ireland and holds onto those local roots and 'start-up' mentality with a culture of connection.Connection to our work, our customers, our colleagues and our community that creates a working environment that fosters openness, collaboration and creativity.

Head of ANZ Customer Support

We are seeking a highly motivated and customer-focused Head of Customer Support to lead and manage our Support operations in the ANZ region based out of Sydney. The Head of Support will oversee and manage support operations across a matrix organization, ensuring that cross-functional and region-specific support needs are met effectively. This role requires exceptional collaboration, resource management, and leadership skills to align functional and regional goals, while delivering seamless support services.

Job Specification-Responsibilities

• Responsible for delivery of unsurpassed support to our ANZ customer base

• Build strong relationships with key customers, ensuring their needs are met and exceeded

• Work closely with the Sales, Professional Services, Product, Development and Marketing teams to drive customer satisfaction and align support with overall business goals

• Collaborate with the Global Customer Support team to ensure the consistent application of global support standards (e.g., SLAs, KPIs, response times, quality of service) while accounting for regional variations in customer behaviour and expectations

• Responsible for driving and delivering key support metrics, best practices, knowledge-based content, and methodologies

• Foster a customer-first culture and ensure the team consistently delivers high-quality support

• Lead initiatives to improve operational efficiency, customer experience, and team satisfaction

• Drive automation of issue analysis and proactive monitoring

• Effectively manage, lead, mentor and grow a skilled application support team

• Be an influential member of a cross-functional senior management team

Candidate Profile

• Degree in Business or IT related discipline

• Ability to break down complex technical issues and drive the most optimal resolution with Support Teams

• Proactive, positive, self-starter with a passion for continually improving the processes around you

• Ability to represent support in executive forums, sales engagements, or customer reviews

• Skilled in C-Level stakeholder communication and relationship-building

• Skilled in managing critical escalations and high-severity incidents

• Strong commitment to ensuring customers' business objectives are achieved

• Excellent oral and written communication skills with both technical and non-technical audiences

• Data-driven approach to decision making and reporting

• Proven experience managing geographically dispersed support teams across multiple time zones, ideally in a "Follow the Sun" support model

• Strong background in customer support, preferably within a technology, SaaS, or high-growth environment

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