Customer Support Manager

Collaborative & inclusive working environment
- Established innovative Australian brand with huge growth potential
- An opportunity to lead and manage a diverse progressive team

Since 1977, King
**Living** has pioneered quality Australian design, continually pushing the boundaries of what furniture can achieve. Designed to adapt to our changing lives and last for generations, our furniture marries the power of innovation with traditional handcrafted methods.

**King Living** has expanded from a homegrown business into a global brand. A family owned and run Australian company headquartered from our Support Centre in Sydney, our Showrooms and manufacturing centres span Australia, New Zealand, United Kingdom, Canada, Singapore, Malaysia, China and Thailand.

At
**King Living**, we are dedicated to creating simplicity and balance in both our living spaces and our work environment. We take pride in our past accomplishments and are thrilled by the possibilities of the future.

**The Opportunity**

We are seeking a
**Customer Support Manager** with exceptional communication, leadership, and problem-solving skills who can lead and manage a diverse team of customer support representatives and managers. This person must ensure exceptional customer service experiences that align with the company's values and objectives, supervise customer support interactions, and create and maintain training programs for the team. They will be accountable for all escalated customer queries, minimise escalations and improve overall customer satisfaction. In this role you will forecast staffing and resource needs, partner with the People and Culture team to recruit, onboard and retain top talent while managing the budget and resources efficiently.

**The Role**
- Lead and manage a team of customer support representatives and managers, creating a supportive work environment that encourages teamwork, innovation and continuous improvement.
- Execute customer support strategies aligned with King Living's overall goals, identifying areas for improvement and setting key performance indicators (KPIs) to monitor success.
- Supervise customer support interactions to ensure compliance with processes, policies and standards, analysing customer support metrics, identifying trends, and developing data-driven recommendations for improvements.
- Create and maintain training programs and resources for customer support representatives, focusing on ongoing training and development for team members to remain current with industry best practices, product updates and company policies.
- Be accountable for all escalated customer issues, collaborating with team members and other departments to achieve timely and effective resolutions and remedies, implementing processes to minimise escalations and improve overall customer satisfaction.

**About You**
- Minimum 5 years of experience in a customer support or service management role in a retail or tech industry (preferable)
- Demonstrated leadership and team management experience, with a track record of developing high-performing teams.
- Excellent communication, interpersonal and negotiation skills.
- Strong analytical and problem-solving abilities, with an advanced understanding of customer support software, CRM systems, and relevant productivity tools. Expertise in CRM (Zendesk highly preferable).
- Familiarity with customer support methodologies, best practices and KPIs, with a customer-centric mindset and dedication to delivering exceptional customer experiences.
- Adaptability and resilience in fast-paced, dynamic environments, with a detail-oriented approach and excellent organisational and prioritisation skills.
- Self-motivated, proactive and capable of working independently or as part of a team, with a strong ability to manage pressure and maintain a positive attitude during challenging situations.
- Experienced in performance management, with the ability to guide and manage the process.
- A seasoned people leader, with resilience, autonomy and accountability.
- A strong eye for detail and focus on quality.

**King Living Benefits and Our Offer to You**
- Career development and ongoing product training
- Ability to customise product offerings, on all our award-winning designed furniture
- Supportive and friendly team environment with a true family feel
- Generous employee, family, and friends 'product discounts
- Discounted health insurance, retail brands and vouchers
- Paid Parental leave
- Australian owned company with a growing global footprint
- EAP to support your ongoing health and wellbeing.
- King Living is an equal opportunity employer, all applicants will be considered regardless of your race, sexuality, religion, colour, gender identity or parental status._
- To be considered for this role you must be an Australian Citizen or Permanent Resident with full working rights to work and live in Australia._