Manager, Customer Support

First Things First - What We Can Offer You
- Leave to foster personal connections, health & overall well-being
- Emloyee Assistance Program
- Generous Parental Leave Program
- Paid Volunteer Leave Days
- Public Holiday Exchange Scheme
- Delicious, free, chef-prepared lunch daily on site
- Enjoy up to 4 weeks a year of flexible 'Work from Anywhere' time
- Talent Referral Program - get rewarded for referring a friend to join our team
- Casual dress and relaxed office environment
- Fun team camaraderie and events
- Opportunities for career progression and development
- Diverse training & internal networking opportunities across all of our product lines
- A range of other fantastic benefits
- Check out our website for more about working at Simpro Group

The Job

As a Manager, Customer Support at SimPRO, you will lead and support regional customer support teams, ensuring exceptional service delivery and team performance. Acting as the first point of escalation, you'll provide strategic direction, day-to-day management, and contribute to organizational goals through effective leadership and operational excellence.

What You'll Do- Lead and manage daily operations for regional support teams, providing clear guidance and direction.- Oversee team performance, including staffing, scheduling, one-on-ones, performance reviews, hiring, and retention.- Ensure high-quality customer service through case escalations, coaching, and process improvements.- Foster a positive, high-performing team culture aligned with SimPRO's mission and values.- Drive training and professional development to maximize team growth and capability.- Contribute to strategic planning and budget execution.- Support business needs with availability during weekends, public holidays, and after-hours as required.

What You'll Bring- Proven experience in customer support or contact centre leadership roles.- Proven ability to lead high-performing teams and improve service outcomes.- Strong problem-solving, analytical, and communication skills.- Experience managing change and collaborating across departments.- Familiarity with KCS (Knowledge-Centered Service) practices.- Ability to thrive in fast-paced, dynamic environments.- Bachelor's degree or equivalent professional qualification.

Core values required of all Simpro, AroFlo, BigChange & ClockShark employees:
While experience in the above areas will be highly considered, it's important to note it will be secondary to the person with the right determination, attitude and compatibility. Our culture and core values are very important to us:
We Are One Team

We Are Customer Centric
We Are Growth Minded
We Are Accountable
We Celebrate Success

Simpro, AroFlo, BigChange & ClockShark are equal opportunity employers with a best-of-class onboarding program and supportive team environments. We embrace and support culture diversity and Equal Employment Opportunity. Aboriginals, Torres Strait Islanders and minority groups are encouraged to apply..

Visit

to learn more about us and our values.
- _Please note, no agencies will be accepted in the recruitment of this role._

Welcome
- Welcome to Simpro Together with AroFlo, BigChange and ClockShark we are one team made up of many nationalities. We are customer-centric, always putting our customers and teammates first. We take accountability, owning both our innovations and our mistakes. We're growth-minded, constantly learning and evolving. And most of all, we celebrate our successes together

About Us
- Simpro Group provides best-in-class SaaS field service management solutions to trade and field service businesses worldwide. The group comprises four industry-leading companies, Simpro, AroFlo, BigChange and ClockShark, with offices across North America, Australia, New Zealand and the UK. Simpro, AroFlo & BigChange provide comprehensive field service management software for growth-minded trade and field service businesses, while ClockShark specializes in time-tracking and scheduling software solutions. Together, these companies seek to drive businesses forward with solutions that empower teams to work smarter, provide foundations for business scaling, and offer data-driven insights to fuel decision-making. Simpro Group serves over 22,000 businesses and over 400,000 users worldwide and has a global workforce of more than 600 employees.
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