We are seeking an experienced Customer Support Manager to serve as the primary point of contact for all customer support requests at ThreatDefence Sydney. This role focuses on assisting customers with technical issues during onboarding, providing immediate resolutions when possible, or escalating complex issues to technical engineers. The ideal candidate will ensure exceptional customer satisfaction through effective communication, problem-solving and coordination.

It would suit candidates who enjoy ensuring customer requests are completed with a smile and have impeccable communication skills.

Key Responsibilities:

Act as the single point of contact for all customer support inquiries.

Assist customers with technical issues during onboarding and promptly troubleshoot and resolve problems, or escalate them to other engineers.

Maintain clear, professional, and timely communication with customers to ensure satisfaction and trust.

Collaborate with internal teams to streamline onboarding processes and improve customer experience.

Qualifications:

Proven experience in customer support, preferably in a cybersecurity environment.

Preferably basic technical knowledge with Windows, Linux or Cloud technologies.

Excellent communication skills.

Ability to manage multiple customer requests and prioritise effectively.

Experience working with technical teams to resolve escalated issues.

Familiarity with ticketing systems and customer support tools.

A bachelor’s degree is preferred but not mandatory.

Location: Sydney, Employment Type: Full-time

Remote work is supported, but we expect employees to work from our Sydney CBD office at least two days per week. Our company culture prioritizes employee lifestyle and family, allowing you to set your own working hours as long as customer satisfaction is maintained.

Please include your LinkedIn profile.