Director of Customer Support

Spacetalk is an ASX-listed technology company building safe, reliable and intuitive connected products for families. Our platform combines hardware, mobile services and software to help parents stay connected with their children while prioritising safety, trust and privacy.

We are in an important phase of growth and platform evolution. As customer expectations increase and our product suite expands, we are investing in world-class customer support as a strategic driver of trust, retention and commercial performance.

About The Role
We are seeking a Director of Customer Support to lead Spacetalk’s global customer support operations and elevate the customer experience to the next level.

Reporting to the Chief Operating Officer, this is a leadership role with accountability for service performance, customer trust, operational excellence and commercial outcomes across our onshore teams and offshore Cebu BPO operation.

This role is both transformational and hands-on. You will stabilise and mature support operations, redesign our Intercom environment into a high-performing support engine, and embed customer insight deeply into Product, Engineering and Marketing. Every customer interaction should reinforce confidence in Spacetalk and support long-term growth.

Key Responsibilities

Operational Leadership

• Lead Spacetalk’s global customer support function across Sydney and Cebu
• Set and own KPIs including CSAT, FRT, resolution time, churn reduction and retention
• Oversee workforce planning, scheduling, productivity and quality frameworks
• Ensure all escalations including TIO are handled accurately, consistently and with strong documentation

Customer Experience Systems (Intercom)

• Own the end-to-end Intercom platform strategy, optimisation and performance
• Redesign workflows, inboxes, routing rules, macros and automation
• Build and maintain a high-quality knowledge base aligned to live product fixes and known issues
• Drive proactive support, AI routing and automation to reduce friction and volume

Commercial Enablement

• Design support journeys that drive subscription retention and upgrades
• Enable cross-sell and upsell at appropriate moments of value
• Partner with Product and Marketing on lifecycle journeys
• Track revenue-linked support metrics and continuously refine impact
  

Product and Engineering Alignment

• Act as the bridge between real customer behaviour and technical teams
• Translate engineering fixes into clear customer-facing guidance
• Ensure help content, macros and customer communications reflect the current platform state
• Feed customer insights into roadmap prioritisation and post-launch QA

Risk, Quality and Regulatory Readiness

• Ensure compliant handling of children’s safety technology and privacy obligations
• Strengthen case management for TIO, OAIC and consumer law matters
• Implement structured root-cause analysis across escalations

People Leadership and Culture

• Build a high-performance, accountable culture across Sydney and Cebu
• Develop frontline leaders with coaching, QA frameworks and scorecards
• Improve cross-cultural communication, engagement and alignment

You are a senior customer support or CX leader who combines operational rigour with commercial thinking. You are comfortable leading through complexity, rebuilding trust after disruption, and turning support into a strategic advantage.

You bring strong judgment, calm leadership in high-pressure environments, and the ability to translate customer pain into actionable outcomes across the organisation.

Requirements

Must Have

• 8 to 12+ years experience leading customer support, CX operations or Customer Success at Senior Manager or Director level
• Demonstrated experience managing offshore BPO teams
• Deep expertise in Intercom including workflows, automation, macros and analytics
• Proven success commercialising support channels through retention, upgrades or reduced churn
• Strong technical literacy with the ability to translate engineering detail into customer-friendly content
• Experience operating in a crisis, turnaround or post-launch stabilisation environment
• High comfort with data, dashboards and KPI-driven management
• Excellent stakeholder management and communication skills

Desirable

• Experience in subscription-based or telco-adjacent products
• Exposure to children’s technology, safety or regulated environments
• Experience partnering closely with Product and Engineering teams

• Significant influence over customer experience, systems and strategy
• Direct exposure to executive leadership and enterprise reporting
• Opportunity to shape global support operations at scale
• Career progression into broader CX or operations leadership roles
• Opportunity to particupate in Spacetalk's ESOP

Why Join Us?
This is a rare opportunity to take ownership of customer support at a pivotal moment in Spacetalk’s journey. You will have the mandate, visibility and backing to fix what matters, build what lasts, and ensure our customers feel confident choosing Spacetalk every day.

If you are motivated by impact, accountability and building something better than before, we would love to hear from you.