Support Operations Lead

7 days ago

Melbourne, Victoria, Australia Zipline Full time $90,000 - $120,000 per year

About Us

We are a B2B SaaS company working with healthcare, aged care, and regulated industries. Our platform helps organisations manage compliance and workforce processes effectively.

The Role

We are seeking a Support Operations Lead to oversee the day-to-day running of our customer support function. This role focuses on ensuring support coverage, managing escalations, and keeping processes compliant and up to date.

Key responsibilities:

  • Handling complex escalated cases and ensuring resolution Analysing support data and reporting trends
  • Collaborating with internal teams to improve support processes
  • Maintaining documentation and customer knowledge bases
  • Rostering, shift management, and ensuring adequate support coverage
  • Coaching, QA checks, and KPI management for the support team

Qualifications:

  • 5 years of experience in customer support, with at least 2 years in a leadership role managing a customer support team
  • Bachelor's degree in Computer Science, Information Technology, or related field
  • Strong operational management skills including rostering, workforce planning, and performance management.
  • Proven background in SaaS/tech customer support across diverse and regulated industries.
  • Ability to manage complex compliance-driven customer requirements.
  • Excellent problem-solving, coaching, and communication skills.
  • Strong documentation and knowledge management capabilities.

Why Join Us?

This role is essential to our support operations and compliance delivery. You will help ensure customers continue to receive reliable and consistent support services.

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