Head of Customer Support

Shape the future of customer experience at Kinatico.

As Head of Customer Support, you'll play a pivotal role in defining how thousands of customers experience our products and brand.

If you've built and scaled world-class support organisations, transformed customer experience through digital innovation, and inspired high-performing teams, this is your opportunity to lead customer excellence at scale.

About the Role

We're looking for a strategic and visionary leader to architect, scale, and evolve a digital-first customer support organisation that becomes a true competitive advantage for Kinatico.

You'll design the systems, processes, and culture that not only resolve customer issues efficiently but turn every interaction into an opportunity for advocacy and business growth. Working closely with our Technology and Product leaders, you'll ensure that customer support is a strategic, data-driven, and human-centred function that fuels retention, satisfaction, and innovation.

OUR TEAM'S STRENGTH COMES FROM EVERYONE'S INDIVIDUALITY

About you

• 7+ years of leadership experience in customer support within SaaS or technology environments.
• Proven success in building and scaling
  
  customer support organisations.
• Experience implementing and optimising support technologies (e.g., Zendesk, Help Scout).
• Strong analytical mindset with expertise in support metrics, reporting, and business intelligence.
• Exceptional leadership skills — experienced in motivating remote and cross-functional teams.
• Deep understanding of customer experience design, journey mapping, and support psychology.
• Excellent communication skills, including executive-level presentation capability.
• Bachelor's degree in Business, Technology, or related field (MBA advantageous).

DELIVERING THE GOOD, STRIVING FOR THE GREAT

Position responsibilities include but are not limited to:

• Lead the vision: Develop and execute a customer support strategy aligned with business and customer experience goals.
• Build for scale: Design scalable infrastructure and frameworks that enable rapid global growth.
• Drive operational excellence: Implement industry-leading processes, SLAs, and quality standards.
• Empower through technology: Evaluate and optimise the support tech stack, including helpdesk platforms, automation, and AI-driven tools.
• Inspire people: Build, lead, and nurture a high-performing, potentially distributed team across multiple time zones.
• Collaborate to elevate: Partner with Product, Engineering, and Customer Success to continuously improve customer journeys.
• Measure what matters: Define and track key support metrics, driving continuous improvement through data and insights.
• Champion the customer: Foster a customer-obsessed culture that blends empathy, agility, and technical expertise.

ARE YOU READY TO BE A KINATICAN?

Where our passion, talent, delivery and impact collide our purpose lies. Powering insights for better, safer workplaces, helping organisations to know their people - we are a global leader in Reg-Tech. Our technology helps organisations to know their people.

• Leadership role reporting to Chief Experience Officer
• Opportunity to build and shape a world-class support organisation
• Work for an ASX listed company and a leader in Reg-Tech
• Join the company at an incredibly exciting time and enter a world of energy, enthusiasm and innovation
• A culture of development and recognition, we want our people to thrive

TELL US ABOUT YOURSELF

Apply with your resume (with cover letter appreciated).

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalised individuals tend to only apply when they check every box. If you think you have what it takes (a growth mindset) but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.

Please be prepared to discuss:

• Your experience building and scaling customer support organizations
• Examples of support technology implementations you've led
• Your approach to developing high-performing teams
• How you've driven customer satisfaction and business outcomes through support excellence
• Your vision for digital-first customer support strategies

Learn about Kinatico