Manager, Customer Support – APAC
Heidi Health
full-time
Posted on:
Location Type: Hybrid
Location: Sydney • Australia
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About the role
- Lead regional L2 Support in APAC
- Manage technical and non-technical roles
- Deliver premium support experiences
- Resolve complex, high-impact customer issues
- Hire, lead, coach, and develop team members
- Own recruitment and onboarding of staff
- Act as a senior escalation point for customer issues
- Own day-to-day operational health for the region
- Track and interpret key business metrics
- Role model Heidi values and maintain team morale
Requirements
- 4+ years experience working as a manager in a customer support/technical support service capacity
- Experience hiring, onboarding and managing senior support roles, such as enterprise specialists or support engineers.
- Proven success handling complex troubleshooting, escalations, and high-impact customer situations.
- Experience working cross-functionally with Sales, Customer Success, Product and Engineering teams.
Benefits
- Additional paid day off for your birthday and wellness days
- A generous personal development budget of $500 per annum
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
leadershipcoachingteam developmentcustomer support managementproblem-solvingescalation managementcross-functional collaborationrecruitmentonboardingteam morale