Customer Operations Lead

1 day ago

Sydney, New South Wales, Australia Spacetalk Full time $120,000 - $180,000 per year

Spacetalk (ASX:SPA) is a technology company transforming family and senior connectivity worldwide through wearables, mobile services, and our growing app ecosystem. With active markets in Australia, New Zealand, the US, and Europe—and plans to scale into a dozen more countries via Shopify, Amazon, and strategic retail partners—we're on a mission to connect and protect families everywhere. Join us as we build the future of connected devices and digital experiences.\

About The Role
We're looking for a
Customer Operations Lead
to join our Global Customer Support team and act as the second-in-command (2IC) to the Global Customer Support Manager. This role is responsible for leading high-performing teams, driving operational excellence, and ensuring an effortless customer experience across multiple channels. You'll manage day-to-day operations, coach team members, and support strategic initiatives to meet business and customer service goals.

Key Responsibilities

  • Lead and manage the global customer support team to achieve KPIs and deliver exceptional service
  • Act as escalation point for complex customer issues and complaints
  • Drive process improvements and efficiency programs across support operations
  • Support the Global Customer Support Manager in implementing initiatives and embedding them into team culture
  • Oversee time and attendance systems, resource allocation, and workload balancing
  • Conduct performance reviews, coaching, and career development for direct reports
  • Ensure compliance with quality standards, regulatory requirements, and company policies
  • Collaborate with cross-functional teams to resolve systemic issues and enhance customer experience
  • Prepare for peak retail seasons and manage on-call responsibilities during public holidays

Requirements
You are a proactive leader with a passion for delivering exceptional customer experiences. You thrive in fast-paced environments, have strong operational and people management skills, and can balance strategic thinking with hands-on execution.

Essential Skills

  • Bachelor's degree in Business Administration, Management, or related field
  • 5+ years of experience in customer service or team leadership roles with proven success in achieving performance targets
  • Strong leadership and coaching skills with experience managing global or multi-channel teams
  • Excellent communication skills with high empathy and resilience under pressure
  • Experience with performance managing outsourced providers, preferably offshore
  • Strong analytical and problem-solving skills with attention to detail
  • Proficiency in customer support platforms (ideally Intercom) and strong computer literacy
  • Availability during peak retail season (Dec-Jan) and on-call over public holidays

Desirable Skills

  • Experience in process improvement and continuous improvement methodologies
  • Familiarity with workforce management tools and quality assurance frameworks
  • Knowledge of global B2C customer support models and compliance standards

Benefits

  • Competitive salary and bonus structure
  • Flexible working arrangements
  • Opportunity to work with a passionate, innovative team
  • Career development and training opportunities
  • Be part of a fast-growing, ASX-listed tech company with global ambitions

Why Join Us?
At Spacetalk, you'll help shape the future of connected devices and digital experiences for families worldwide. You'll work with talented colleagues, have real impact, and grow your career in a dynamic, supportive environment. If you're ready to elevate customer operations and lead a high-performing global team, we'd love to hear from you

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