Customer Support Operations Manager

1 week ago

Brisbane, Queensland, Australia Stratifyiq Full time

**Customer Support Operations Manager**:
Lead with impact. Drive results. Grow with us.

Are you a hands-on, proactive leader who thrives in fast-paced, client-focused environments? At StratifyIQ, we're expanding our global customer operations team and we're looking for someone ready to make an immediate difference.

As our Customer Support Operations Manager, you'll lead a dynamic, high-performing support team across offshore, nearshore, and U.S.based resources. You'll serve as the key link between clients, internal leadership, and day-to-day operations - setting the tone for service excellence. This is a hands-on role where you're empowered to lead from the front: coaching team members, resolving escalations, and continuously optimizing the customer journey.

**What You'll Do**:

- Lead and develop a growing 50+ person support team, including managers and team leads across multiple client accounts.
- Define and monitor KPIs, service levels, and team performance, ensuring we meet and exceed expectations.
- Jump in to resolve escalations and high-impact issues. Your knowledge of clients, systems, and workflows will make you the go-to problem solver.
- Collaborate with leadership and cross-functional teams to improve onboarding, retention, and employee engagement.
- Shape and maintain standard operating procedures (SOPs) that drive consistency and scale.
- Act as a trusted partner to our clients, helping them grow through responsive support and smart operational strategy.

**What You'll Bring**:

- 3+ years in customer operations or support leadership, ideally in a tech-enabled or high-growth company
- 2+ years of management experience, especially with offshore and remote teams
- Strong understanding of KPIs, metrics, and process improvement
- Exceptional communication and coaching skills, you build trust and lead with empathy
- Comfort working directly with clients and senior stakeholders
- Bonus: experience with onboarding, hiring coordination, and employee support

**What Success Looks Like**:

- Your team runs efficiently and feels supported.
- Clients trust you and lean on you as a strategic partner.
- Escalations are rare and when they happen, you handle them with speed and clarity.
- You drive proactive service, identify improvement areas, and always find a better way to get things done.

Why Join Us?
At StratifyIQ, we're building a smarter approach to business support. We believe in empowering teams, simplifying systems, and showing up for our clients and each other. If you're ready to lead with purpose, grow your skills, and make your mark, we'd love to hear from you.

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