Customer Support Manager

1 week ago

Coniston, New South Wales, Australia Illawarra Mercury Full time

About V-DAQ
Since 2017, V-DAQ has been the go-to provider of heavy vehicle telematics technology in Australia. We're a growing scale-up, focused on delivering top-tier technology solutions, supporting customers, and innovating to make technology simpler, smarter, and more valuable for those who rely on it.

We are a vibrant, agile, and enthusiastic team that values initiative, accountability, and a solutions-focused mindset. Joining V-DAQ means playing a key role in making a significant impact to our customers and community.

The opportunity
As Customer Support Manager, you'll lead and grow the Customer Support function, elevate team performance, and turn customer signals into product and process improvements. Success means reduced resolution times, clear documentation, and customers who feel supported and valued.

What You'll Do

  • Lead the Customer Support function end-to-end, being directly accountable for overseeing daily operations, monitoring support queues, allocating workload, and personally handling escalations.
  • Recruit, onboard, and further develop a high-performing customer support team, Coaching with regular check-ins, clear priorities, and tailored feedback and development plans.
  • Set and aim for SLAs and quality standards which deliver excellent customer experience, reviewing metrics, and taking action to improve.
  • Design and continuously improve support processes, keeping playbooks, workflow automations, and the knowledge base current.
  • Support Product and Engineering through feedback, testing, and escalations, while sharing customer insights to help shape the roadmap and improve customer outcomes.

What You'll Bring

  • 4+ years' experience building and scaling customer support teams in B2B tech/SaaS including hiring, onboarding, coaching, and performance management.
  • Lead-by-example mindset, pairing strategic oversight with a willingness to roll up your sleeves and contribute directly.
  • Coaching-first leadership style that raises the bar for quality and consistency.
  • Tech-savvy mindset with confidence in adopting and integrating new tools.
  • Deep, hands-on CRM expertise, including reporting and dashboards, automations, knowledge base management, and workflow design.
  • Confidence setting SLAs, driving process improvements and maintaining clear documentation.
  • Strong communication and stakeholder management skills; calm under pressure.

Benefits
Be part of a fast-growing tech company with plenty of room to develop your career.

Work from modern beachside offices in Wollongong, with reserved parking and easy access to public transport.

Enjoy and contribute to a fun, collaborative, and evolving culture.

Resumes and cover letters
We're keen to hear the real you Genuine, personal applications always stand out.

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