Customer Support Manager
Brighte
full-time
Posted on:
Location Type: Hybrid
Location: Sydney • Australia
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About the role
- Own end‑to‑end contact centre performance across phone and email, delivering to key service targets and maintaining a strong operating rhythm that drives continuous improvement. Balance efficiency, service quality, compliance, and agent wellbeing, acting as the escalation point for complex or high‑risk customer matters.
- Forecast demand and ensure consistent coverage across business hours, after‑hours, and weekends, refining rostering and capacity models to support growth without compromising standards.
- Lead quality, compliance, and customer experience frameworks—ensuring high‑quality interactions, supporting customers experiencing vulnerability or financial hardship, and partnering with Risk, Compliance, and Lending to embed regulatory requirements. Turn customer insights into clear themes and improvement opportunities.
- Optimise Zendesk using automation and AI to lift efficiency and agent productivity. Build dashboards that surface volumes, performance trends, and emerging risks, translating operational data into actionable insights for senior leaders.
- Lead and develop a high‑performing, distributed team across Australia and the Philippines. Foster a culture of accountability, engagement, and collaboration, owning onboarding, training, and capability uplift to ensure teams deliver exceptional support.
Requirements
- Significant experience leading customer support or contact centre operations within financial services, lending, or other regulated environments.
- Demonstrated success owning and delivering performance against contact centre KPIs.
- Experience leading offshore or geographically distributed teams (Philippines experience highly regarded).
- Hands-on experience owning and optimising Zendesk or similar customer support platforms.
- A strong operations leader who brings energy, structure, and momentum to teams who is pragmatic, execution-focused and inspires teams to perform at their best.
- Passionate customer advocate with a deep understanding of financial services customers.
- Comfortable operating in ambiguity and building scalable operating models.
- Strong analytical capability with the ability to translate data into clear actions, bringing confidence in balancing speed, quality, compliance, and people wellbeing.
Benefits
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Applicant Tracking System Keywords
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Hard Skills & Tools
contact centre operationsperformance managementKPI deliverydata analysiscapacity modelingcustomer experience frameworksregulatory complianceautomationAI optimizationdashboard creation
Soft Skills
leadershipteam developmentaccountabilityengagementcollaborationpragmatismexecution focuscustomer advocacyadaptabilityanalytical thinking