Civica US

Customer Support Manager

Civica US

full-time

Posted on:

Location Type: Hybrid

Location: Melbourne • Australia

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Tech Stack

ServiceNow

About the role

  • **Why you will love this opportunity as Customer Support Manager at Civica**
  • In this role, you will lead a talented Level 2–3 Support team and directly shape the customer experience across your market or product portfolio. You will act as the key escalation point for high‑impact issues, turning challenging moments into opportunities to build trust, improve services, and strengthen long‑term relationships. You will also play a strategic role in customer retention and product modernisation, working closely with Product, Engineering, Account Management and other cross‑functional teams to deliver meaningful outcomes.
  • Your work will involve analysing trends, identifying service improvement opportunities, and influencing support strategy across APAC, giving you the scope to drive positive, lasting change. You’ll be part of a supportive, purpose‑driven organisation where your leadership will have a tangible impact on team development, customer satisfaction, and overall service quality.

Requirements

  • **What you will need to be successful in this role**
  • - Experience leading customer support teams within a software, SaaS or technical environment, ideally across Level 2–3 functions.
  • - Strong grounding in ITIL‑aligned service management, with the ability to optimise incident, problem, and change processes.
  • - Proven capability managing complex escalations, engaging senior stakeholders, and maintaining strong customer relationships.
  • - An analytical mindset—comfortable using data, metrics, and customer feedback to drive decisions and continuous service improvement.
  • - Strong collaboration skills with experience working alongside Product, Development, Engineering, Professional Services, and Account Management teams.
  • - Ability to coach, mentor, and develop team members, building a high‑performance culture of accountability and growth.
  • - Experience supporting both SaaS and on‑premise software environments is highly regarded.
  • - Familiarity with service management and support tools such as Salesforce or ServiceNow.
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 supportITIL service managementincident managementproblem managementchange managementdata analysismetrics analysisservice improvementSaaSon-premise software
Soft Skills
leadershipcollaborationcoachingmentoringrelationship managementanalytical mindsetcommunicationteam developmentstrategic thinkingcustomer satisfaction