Civica US

Senior Manager, Customer Support – Local Government

Civica US

full-time

Posted on:

Location Type: Hybrid

Location: Sydney • Australia

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Senior

About the role

  • **Why you will love this opportunity as Senior Manager, Customer Support at Civica**
  • In this role, you’ll shape the future of customer support for our Local Government customers across Australia. You’ll set direction, build capability, and lead through leaders—empowering teams to deliver exceptional experiences that make a meaningful impact for councils and the communities they serve. You’ll work closely with Product, Engineering, Customer Success, and Sales to strengthen service maturity, improve reliability and quality, and ensure the voice of the customer drives what we build next. This is a highly influential role where you will champion operational excellence, grow strong leaders, and create a support environment where people thrive, customers feel cared for, and continuous improvement is part of everyday work.

Requirements

  • **What you will need to be successful in this role**
  • - Demonstrated experience managing customer support operations in a complex, customer‑facing environment, ideally across SaaS and on‑premise products.
  • - Proven capability in leading through leaders as a 2‑Up manager — including developing Support Managers, Team Leaders, and technical specialists.
  • - Strong understanding of ITIL‑aligned service management practices and hands‑on experience improving incident, problem, and change processes.
  • - Ability to analyse service performance data, identify trends, and design both tactical and strategic improvements that enhance customer outcomes.
  • - Skilled at building relationships and influencing cross‑functional teams—Product, Engineering, LiveOps, Professional Services, and Customer Success.
  • - Experienced in managing escalations, navigating sensitive customer issues, and communicating with senior/executive stakeholders.
  • - A proactive coach and mentor who creates clear capability pathways, builds high‑performing teams, and fosters a culture of accountability and customer‑first thinking.
  • - Comfortable working across a geographically dispersed workforce and regulated customer environments.
Benefits
  • **Why you'll love working with us.**
  • We know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect:
  • **We're all different - **and we love this about us.
  • **We provide an inclusive, safe, and welcoming environment to all Civicans **- there are heaps of opportunities to enable you to grow and be your best.
  • **Giving culture - **we encourage you to "give back" with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice.
  • **Flexible Work - **we have the technology and tools to support you to work from home and come into our offices now and then to catch up and socialise with colleagues.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer support operationsSaaS productson-premise productsITIL service managementincident managementproblem managementchange managementservice performance analysistactical improvementsstrategic improvements
Soft Skills
leadershipcoachingmentoringrelationship buildinginfluencingcommunicationaccountabilitycustomer-first thinkingteam buildingcross-functional collaboration