Customer Support Manager.

BLACKROC is pleased to be working exclusively with this multi-national, venture backed B2B organisation based locally in Brisbane. They are searching for a Customer Support Manager to lead their team of 6 and manage their core product. You will be tasked with implementing strategies and initiatives to effectively resolve customer issues and drive customer satisfaction. 

Their ideal candidate is someone with a strong technical and troubleshooting background who has proven experience in process design and implementation. 

Responsibilities: 

• Rebuild support processes inclusive of ticket triaging, escalations, workflows, prioritisations and SLAs and interactions with other teams
• Design and implement effective support ticketing system
• Lead, grow, coach and manage a team of 6-8 with a customer-centric approach
• Develop and implement effective customer satisfaction surveying process and tool
• Work closely with the Executive Leadership Team to define and drive strategies forward

Key Experience: 

• Demonstrated ability in trouble shooting and ability to solve complex problems
• Proven experience in developing, structuring and leading Support teams in technical environments
• Prior experience in designing and implementing effective support processes, tools and systems 
• Technical knowledge of SQL, HTML Javascript, Jquery, Logic Apps and ERP Concepts will be highly regarded 

For more information on this opportunity please contact Matthew Walsh at BLACKROC for a confidential chat. Alternatively, if this isn’t the right opportunity for you but you’re interested in other opportunities within the Data, Cloud & Infrastructure industry in Brisbane, feel free to contact me.
matthew.walsh@blackroc.co