Customer Support Manager

Accepting candidates from any location within Australia

Are you passionate about leading a dynamic team, providing exceptional customer service, and making a meaningful impact in your role. Corehesion, is a trusted partner specialising in digital transformation for heavy industry. Our evolving platform increases productivity, reduces operational costs, and minimises risk for our clients.

Our Vision:

To improve outcomes for industry through relentless innovation. We do this by empowering people to conquer challenges and drive positive change, living by our values of Wellness, Customer Intimacy and Excellence. Continuous improvement is at the core of everything we do.

The Role:

We are seeking a highly motivated and experienced Customer Support Manager interested in scaling and growing a Customer Support function in a SaaS environment. In this role, you will oversee support of the Corehesion software and internal business systems.

What We Offer:

• Autonomy in ownership of your role, whilst working within a supportive team

• Growth business with opportunities and a professional development plan for your career progression.

• Work-from-home

• Flexible work arrangements, including the option to work part-time.

• Public Holiday Exchange – swap out a Public Holiday for a day more suited to you.

• Competitive salary, bonus and share options

• The chance to be part of a forward-thinking company committed to innovation and excellence.

The Role – Key Accountabilities:

Service Desk

● Manage day-to-day operations of the Service Desk, continuously improving technology, teams, and processes to deliver efficient customer experiences that meets SLA response and resolution timeframes and improves Customer NPS.

● Conduct client-facing meetings to build and maintain strong relationships, understanding clients' support needs and ensuring these requirements are met.

● Integration the Service Desk with other internal business functions to solve problems and collaboratively achieve strategic business objectives.

Information Security

● Support the implementation and continuous improvement of our ISO27001 Information Security Management System as it applies to your role within the organisation.

Product Improvement

● Ensure acute and chronic system issues impacting customers are captured and resolved based on priority.

● Ensure customer product improvement suggestions are captured and considered in the product roadmap.

Competencies and Experience:

● Proven experience in a customer support management role in the software industry

● Strong leadership and team management skills

● Experience supporting multiple systems and servicing internal and external customers

● Experience working in a Lean-Agile software business

● Establishing, measuring, and continuously improving Service Desk processes and systems

● Implementation and configuration of Microsoft Dynamics Customer Service

● Experience implementing Information Security practices within Service Desk operations

● Contributes positively to workforce culture and wellbeing of others

● Has a can-do attitude, takes ownership of issues and is a highly effective problem-solver

At Corehesion, we are committed to fostering a workplace that motivates, empowers, and supports our team members, ensuring their professional growth and well-being. Be a part of our journey and make a meaningful impact. Join us today!

Please ensure to include your current CV along with a cover letter addressing your suitability for this role.