Customer Support Manager needed for key role managing a team of 20 for a fast growing HealthTech B2B SaaS Product Company.

We are looking for an empathetic, patient person with a focused mindset and genuine desire to help customers succeed!

The Customer Support Manager role will see you lead a team of 20 across L1, L2 & L3 support specialists based in Sydney and Offshore to deliver timely, empathetic and high quality support to our Healthcare clients.

You will play a key role in building new processes, train staff, track performance metrics, and partner with our Product and Engineering teams to continually improve our support experience.

The key responsibilities in this role will be:

Team Leadership & Coaching

• Hire, onboard, and mentor a high-performing support team (phone, web, chat)
• Conduct regular 1:1s, performance reviews, and skills based training

Process & Workflow Management

• Design and optimize ticket-triage workflows and SLAs.
• Implement and refine a knowledge-base and support playbooks

Customer Advocacy & Escalations

• Serve as point-person on high-severity escalations; ensure rapid resolution and proactive follow-up
• Analyze trends in support cases and feed insights to Product for bug-fixes and feature enhancements

Metrics & Reporting

• Define and track KPIs (e.g. first-response time, CSAT, ticket volume, resolution rate).
• Present monthly support reports and improvement plans to leadership

Cross-Functional Collaboration

• Liaise with Sales during onboarding, with Training on new-customer setup, and with Engineering on software issues.
• Act as voice of the customer

Required Skills, Experience & Qualifications:

• 3+ years in a technical or SaaS customer-support role
• 12+ months in a managerial or supervisor role
• Strong analytical skills, comfortable with support-ticketing tools (e.g. Zendesk, Freshdesk) and reporting dashboards
• Excellent verbal & written communication skills
• The ability to explain technical concepts to non-technical users
• Bachelors Degree in Business, Communications or related field highly desirable