Support Excellence Manager

1 week ago

Sydney, New South Wales, Australia beBeeCustomer Full time $110,000
Job Overview

The Support Excellence Manager will play a pivotal role in delivering exceptional customer experiences while building a high-performing support function.

Key Responsibilities:
  • Lead and develop the team: manage, mentor, and motivate two Customer Support Specialists; coach the team through regular check-ins and foster a culture of empathy, accountability, and continuous improvement;
  • Enhance our support operations: maintain, update, and modernize our support documentation and processes; handle complex or high-priority escalations with speed and empathy;
  • Drive insights into action and build the next version of our support strategy: distill recurring support issues into clear product feedback for the team; summarize top customer pain points and share insights with the broader team each month;
Requirements:
  • 5+ years experience in customer support with at least 2 years in a leadership role, focusing on email based support;
  • Experience mentoring, coaching, and motivating a small support team;
  • Experience improving support processes, workflows, and documentation;
  • A customer-centric mindset with excellent written and verbal communication skills;
  • Strong analytical skills — comfortable interpreting data and turning insights into action;
What We Offer:
  • The chance to do work that matters, waking up every day knowing you're helping people around the world fund causes they care deeply about;
  • Part of a team that cares, no egos, no politics — just passionate, driven people working together to support world-changing movements;
  • The opportunity to work from anywhere in Australia, as a fully remote team supporting flexible working;
  • The chance to grow fast, trusted with real ownership, big ideas, and the chance to shape our support strategy;

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