Customer Support Manager

Head of Customer Support

Flexible Work | 2 days WFH

Birthday Leave | Laptop

External L&D Programs | Mental Health Program

Melbourne OR Sydney Location

Quantaco is a leading Australian technology company delivering data-driven insights tailored to the hospitality industry.

We provide a suite of solutions, all designed to help hospitality stakeholders improve their performance through innovative and intuitive applications. Quantaco delivers unmatched value through our people, processes, and platform.

We recently expanded our capabilities through the acquisition of CTB AND CO, an innovative kitchen management software platform designed specifically for hospitality venues. CTB AND CO supports chefs and venue managers with menu engineering, supplier integration, food costing, and kitchen operations optimisation. Together, our technology ecosystem empowers hospitality businesses to operate smarter and more profitably.

About the role:

We're on the lookout for an experienced Head of Customer Support to lead and evolve our growing support function of 8 across the Quantaco technology platform.

In this strategic and hands-on leadership role, you'll coach a team of onshore and offshore Customer Support Executives and Officers, define our support strategy, implement SLAs and OKRs, and deliver an exceptional customer experience across both products.

You'll also lead the adoption of AI, automation, and analytics to make our support more scalable, efficient, and proactive driving measurable improvements in resolution times and customer satisfaction.

As our products evolve, you'll play a key role in influencing product improvement, supporting user testing, and helping shape how our support function scales with growth.

Key Responsibilities:

• Lead daily support operations across multiple channels (chat, phone, email, in-app).
• Provide hands-on guidance with case resolution, escalation handling, and quality assurance.
• Build, lead and support high-performing onshore and offshore support teams including hiring, onboarding, coaching, and performance management.
• Develop and execute a scalable support strategy aligned with business growth and customer needs.
• Define and report on support OKRs such as CSAT, First Contact Resolution, Time to Resolution, and SLA attainment.
• Introduce modern support workflows including AI-powered chatbots, automated triage, intelligent routing, and self-service content.
• Evaluate and manage the support tech stack (e.g. helpdesk platforms, workforce management tools, AI and analytics tools).
• Work closely with Product, Engineering, Customer Success, and Sales to ensure product feedback is captured and actioned.
• Lead incident management processes and conduct structured post-incident reviews.
• Use support data and insights to identify trends, improve resolution quality, and enhance both platforms' user experiences.
• Foster a customer-obsessed and inclusive team culture that values technical excellence, empathy, and service excellence.

About you:

You're a customer-centric, tech-savvy leader who's built and led support functions in SaaS, hospitality tech, or digital platforms. You're excited by growth and thrive in environments where you can combine operational rigour with innovation and service excellence.

• 3+ years in a SaaS support leadership role, preferably supporting multiple platforms or product lines
• Proven success managing distributed or offshore teams in a high-growth environment
• Experience implementing AI, automation, and analytics into customer support
• Strong understanding of support metrics, OKRs, SLAs, and incident management frameworks
• Knowledge of helpdesk tools (e.g. HubSpot, Zendesk) and analytics platforms
• Excellent communication and stakeholder engagement skills
• Comfortable with hands-on issue resolution and working closely with Product/Engineering teams
• Experience with hospitality tech, accounting tech or platforms like Tanda, Deputy, Employment Hero is a plus
• Familiarity with kitchen, point of sale or back-of-house software (like CTB AND CO) is highly desirable

Why join us?

At Quantaco, we value your wellbeing and growth. We're passionate about our work and we want you to love yours too. As we scale, you'll grow with us. Expect career progression, a collaborative team, and a work environment that's dynamic, fun and full of purpose.

With the addition of CTB AND CO, we've expanded our technology ecosystem and are solving a wider range of problems for hospitality venues from the finance office to the kitchen floor.

Reward:
Competitive Salary + Up to 20% Bonus

Wellbeing:
Hybrid work arrangements, birthday leave, and access to discounts through our benefits portal

Culture:
Fortnightly collaboration days, diversity and inclusion calendar, peer recognition, and regular team events

Growth:
Study assistance program, career development framework, and our Women at Quantaco initiative for female talent