Product Support Manager
On-siteMelbourne, Victoria, Australia
Job Summary
Lead a team of 5-16 Product Support Specialists, managing complex customer escalations and major incidents through to resolution. Drive team performance against support SLAs, customer satisfaction targets, and operational KPIs while collaborating with Product, Engineering, Customer Success, and Sales stakeholders. Mentor team members to become trusted experts, analyze performance trends, and use customer feedback to influence product enhancements and operational improvements. Develop and maintain support documentation, knowledge bases, and training resources to enhance efficiency and customer experience. Act as a trusted advocate for both customers and your team while ensuring service excellence across APAC and EMEA regions.
Required Qualifications
- 5+ years' experience in Product Support, Technical Support or a related environment
- Previous experience leading and developing high-performing teams
- Strong stakeholder management and communication skills
- Experience managing customer escalations and complex issue resolution
- A customer-first mindset and a passion for service excellence
- Strong analytical, problem-solving and decision-making capability
- Experience working with CRM systems, ticketing platforms and support technologies
- The ability to thrive in a fast-paced technology environment
Desired Qualifications
- Experience within SaaS, technology or EdTech organisations will be highly regarded
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