Customer Support Specialist

2 weeks ago

Sydney, New South Wales, Australia beBeeIncident Full time $120,000 - $180,000
Job Overview

We're seeking a highly skilled Incident Manager to lead our customer-facing support efforts during critical incidents. As a key member of our team, you'll be responsible for coordinating incident response efforts, ensuring timely and accurate communication with internal and external stakeholders.

Key Responsibilities
  • Incident Management:
    • Develop and execute effective incident response plans to minimize customer impact.
    • Collaborate with cross-functional teams to identify root causes and implement corrective actions.
    • Provide clear and concise updates to stakeholders throughout the incident lifecycle.
    • Participate in post-incident reviews to drive continuous improvement and enhance customer experience.
  • Collaboration and Continuous Improvement:
    • Cultivate a culture of collaboration and knowledge sharing across the organization.
    • Develop and maintain comprehensive incident management documents, runbooks, and training materials.
Minimum Qualifications
  • 7+ years of experience leading incident response efforts with strong collaboration skills.
  • 5+ years of experience in customer service or support roles, preferably in SaaS or technology companies.
  • Experience working in 24/7 support environments with availability for on-call rotations.
  • Exceptional communication skills with ability to communicate clearly with customers and internal stakeholders.
Preferred Qualifications
  • Hands-on experience with AI-driven tools and Atlassian products.
  • Ability to work autonomously and collaboratively in fast-paced environments.
  • Experience in process improvement projects aimed at operational efficiency and customer satisfaction.
  • Ability to manage multiple priorities under pressure while maintaining a customer-focused approach.

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