Visionary Leader

9 hours ago

Perth, Western Australia beBeeCustomerSupport Full time $120,000 - $155,000

Head of Customer Support & Service

We're a leader in Reg-Tech seeking an experienced customer support visionary to shape our team's future.

About You:

  • 7+ years of customer support leadership experience in SaaS or tech companies.
  • Proven track record of building and scaling support organizations.
  • Expertise in implementing and optimizing support platforms (Zendesk, Helpscout, etc).
  • Strong analytical skills with expertise in support metrics and business intelligence.
  • Exceptional team leadership abilities, including remote team management.
  • Deep understanding of customer psychology and experience design.
  • Outstanding communication skills with executive-level presentation experience.

Key Responsibilities:

  • Develop and execute comprehensive customer support strategy aligned with business objectives.
  • Design scalable support infrastructure for rapid business growth and global expansion.
  • Implement industry-leading support processes, SLAs, and quality standards.
  • Evaluate and optimize support technology stack including helpdesk platforms and automation.
  • Build and lead high-performing, potentially distributed support teams across multiple time zones.
  • Partner with Product, Engineering, and Customer Success teams to improve customer experience.
  • Establish comprehensive support metrics and drive data-driven continuous improvement.
  • Foster a customer-obsessed culture that balances empathy with technical expertise.

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