Lead. Motivate. Elevate!

Are you a passionate people leader with a background in customer service and call center operations? Do you thrive in fast-paced, high-volume environments where every day brings something new?

Jobwire Australia is currently recruiting a Service Manager—Customer Support for a leading business located on Sydney’s North Shore. This permanent, full-time role is ideal for someone who’s not only confident managing people but is also committed to building team capability, streamlining service delivery, and elevating customer experience.

About the Role

Reporting directly to the Manager of Customer Service Delivery, you’ll be responsible for leading a team of approximately 40 staff within a 7-day service operation (6am–12am). Your core focus will be:

End-to-end service delivery and ticket management

Staff performance and development

Call centre operations and escalation management

Process improvement and service enhancement

Reporting, analytics, and SLA compliance

You’ll also oversee two team leaders and one service center team member and play a key role in mentoring them for future growth.

Monday to Friday | 9am – 5pm (flexibility required)

What We’re Looking For

Proven leadership experience in a call centre or customer support environment

Strong interpersonal and people management skills – comfortable handling HR discussions, performance reviews, and team development

Ability to lead in a fast-paced, high-demand setting

Excellent organisational and communication skills

A team player who thrives in a close-knit, collaborative environment

A strong understanding of service delivery metrics and SLAs

Solid reporting and analytical ability

Flexibility to occasionally assist with evening operations as required

Why This Role?

This is not just another call centre management role – it’s an opportunity to make a real impact in a growing, dynamic organisation. You’ll be instrumental in shaping service strategies, improving internal processes, and nurturing future leaders within your team. For the right person, there is genuine opportunity for growth and career advancement.

Ready to step up into a leadership role with real purpose and people impact?
Apply Now with your resume, and let Jobwire Australia guide you through the process, or for more information reach out to Denise - [email protected]