An innovative SaaS business in the healthcare tech space is looking for a Customer Experience & Support Manager to lead their support function and help elevate the customer journey through smart technology and data-driven decisions.

In this hands-on role, you’ll oversee all support channels (chat, phone, knowledge base), manage an experienced offshore team, and implement AI tools and automation to enhance performance and first-contact resolution.

Key Responsibilities

• Lead and optimise day-to-day customer support operations
• Manage and grow an established offshore support team
• Implement AI and automation tools (e.g. Zendesk, chatbots) to scale support
• Use analytics to monitor trends and improve customer outcomes
• Work closely with product and engineering to feed insights into the roadmap

About You

• 3+ years in a customer support or experience leadership role, ideally within SaaS
• Proven experience managing offshore or remote teams
• Strong background in support analytics and process improvement
• Familiar with tools like Zendesk, Intercom, or similar platforms
• Tech-minded with a passion for delivering excellent customer experiences

Please note: Applicants must be Australian Citizens or Permanent Residents.