Customer Support Manager

4 days ago

Manly Vale, Australia Skuvantage Full time

**About the business**

SKUvantage is a successful and fast-growing tech business, helping many of Australia's biggest brands and retailers manage and distribute high quality digital product content. We are the leader in what we do.

SKUvantage was recently acquired by Salsify Inc, a large US tech company that is the global leader in this space. SKUvantage continues to cement its place as the ANZ leader in online product content solutions.

Reporting to our Head of Service Delivery, we are looking for an experienced Customer Support manager with a passion for helping clients, building an effective team, and finding new ways to surpass our commitments to our customers.

Our support team is key to ensuring customers achieve success using our products and services. We are their voice as we strive to continually improve our product, support, and role as trusted advisors within the e-commerce industry.

By motivating and mentoring a customer-centric team, you will ensure we deliver on our promise of outstanding and responsive support.

**How you'll make an impact**:

- Timely, high quality support to our clients
- Day-to-day management of our customer support function, including building out our remote team to deliver best-in-class customer support
- A preparedness to ‘roll up the sleeves’ and get things done
- Continuous process improvement to ensure we maintain quality support for our clients as we grow
- Analyse team performance and efficiency; identify knowledge gaps and coaching opportunities
- Develop strong relationships with colleagues; represent and advocate for Support and your team
- Provide insights and work with our Sales, Customer Success and Platform Operations teams to improve processes, the platform, and customer experience - this is a highly-collaborative role and an advocate for our clients internally

**You'll enjoy this role if you have**:

- 5+ years of experience in a similar role or demonstrated skills that would translate well
- Proven track record of building and fostering a strong team culture
- A drive to improve processes and quality of output
- Strong interpersonal and teamwork skills - you can work with individuals at all levels
- The ability to distinguish between the urgent and the meaningful, prioritise accordingly, and communicate your decisions effectively

**What we can offer you**
- An exciting and growing tech company with some of Australia’s largest retailers and brands as clients
- An excellent culture where staff are valued and heard
- A highly capable, skilled and motivated team that has a focus on supporting each other and working together
- Celebration of achievements, support for personal development and encouragement of idea sharing
- Close to public transport and shops, with plenty of nearby parking.

**Salary**: $100,000.00 - $110,000.00 per year

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Manly Vale, NSW: Reliably commute or planning to relocate before starting work (required)

Work Authorisation:

- Australia (required)

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