The Organisation

Codium is one of Australia's leading strategic planning and custom software development and support agencies, with a particular focus on Web Application Development and Mobile Application Development. Our Clients include innovative small and medium-sized entities, through to large corporates, federal and state government institutions. We are strategically situated just a stone's throw away from the CBD along Greenhill Road with undercover parking available. Here at Codium, we value the balance between hard work and leisure, evident in our brand-new, design-led workspace that boasts several engaging amenities. Such as a pool table and table tennis setup, perfect for a quick brainstorming break or for kindling some friendly competition among colleagues.

The Role

We are seeking a passionate and driven Customer Service Manager, who can bring forward their previous experience and hit the ground running leading our customer service team. Codium works with a diverse portfolio of exciting clients that are seeking significant growth and improvement. The Customer Service Manager is a vital role at Codium that is responsible for ensuring the quality, efficiency, and customer satisfaction of Codium’s services and products beyond their initial development. Acting as the bridge between clients and the development team, this role is responsible for managing the support ticketing system, ensuring that client requests are handled promptly, professionally, and in line with service level agreements.

With a strong focus on customer satisfaction and expectation management, the Customer Service Manager will monitor and prioritise support requests, assign tickets to the appropriate developers, and maintain clear and professional communication with clients. They will also proactively track issue resolution, identify recurring problems, and suggest process improvements to enhance overall support efficiency while focusing on fostering a culture of innovation, agility, and continuous improvement.

Key responsibilities include:

• Monitor, triage, and distribute incoming support tickets.
• Ensure tickets are assigned to the right developer based on priority and expertise.
• Track ticket progress and follow up as needed.

• Acknowledge client requests in a timely, professional, and courteous manner.
• Clearly communicate expected response and resolution times.
• Provide regular updates to clients on ticket status.
• Taking client phone calls to raise in the ticket system or get further clarification

• Lead, mentor, and manage a team or developers, ensuring adherence to company policies and service standards.
• Work closely with developers to ensure they have the necessary information to resolve tickets efficiently.
• Escalate complex or urgent issues to the appropriate team members or management.
• Maintain a structured and efficient workflow for handling support issues.
• Coordination with the Project Manager to deliver small bodies of work within ticket priorities

• Identify recurring issues and suggest process improvements.
• Document best practices for handling support tickets.
• Ensure SLAs and response times are consistently met.

• Ticket Management:
• Client Communication:
• Team Coordination:
• Process Improvement:

To succeed in this role you should ideally possess:

• 1-3 years experience in a support or administrative role, preferably in a tech or development environment.
• Excellent written and verbal communication skills.
• Strong organizational and time-management abilities.
• Familiarity with ticketing systems like Freshdesk, Zendesk, Jira, or similar.
• Ability to work under pressure and handle multiple tasks simultaneously.
• A customer-first mindset with a positive problem-solving attitude.

Additional experience in the following areas would be beneficial

• Basic understanding of web application and software development processes.
• Experience working in an Agile or development-focused team.
• Previous experience managing customer expectations in a service-based business.

The Culture

Our company prides itself on the values of resilience, integrity, fun, and respect, and we are seeking a candidate who shares and aligns with these core principles.

Some of the amenities offered to staff include:

• VR Experience: Immerse yourself in a world of limitless possibilities with our VR setup.
• Pool Table: Unwind and foster team spirit with a friendly game of pool.
• Gym Access: Stay active and maintain work-life balance with on-site gym facilities.
• Refreshments and Drinks: Enjoy a variety of beverages and snacks throughout the day.

We offer flexible working hours and foster a collaborative team environment that encourages personal and professional growth. You will be supported and given every opportunity to excel in the areas that excite you the most.