Head of Customer Support
Kinatico
full-time
Posted on:
Location Type: Hybrid
Location: Perth • 🇦🇺 Australia
Visit company websiteJob Level
Lead
About the role
- Develop and execute a customer support strategy aligned with business and customer experience goals
- Design scalable infrastructure and frameworks that enable rapid global growth
- Implement industry-leading processes, SLAs, and quality standards
- Evaluate and optimise the support tech stack, including helpdesk platforms, automation, and AI-driven tools
- Build, lead, and nurture a high-performing, potentially distributed team across multiple time zones
- Partner with Product, Engineering, and Customer Success to continuously improve customer journeys
- Define and track key support metrics, driving continuous improvement through data and insights
- Foster a customer-obsessed culture that blends empathy, agility, and technical expertise
Requirements
- 7+ years of leadership experience in customer support within SaaS or technology environments
- Proven success in building and scaling customer support organisations
- Experience implementing and optimising support technologies (e.g., Zendesk, Help Scout)
- Strong analytical mindset with expertise in support metrics, reporting, and business intelligence
- Exceptional leadership skills — experienced in motivating remote and cross-functional teams
- Deep understanding of customer experience design, journey mapping, and support psychology
- Excellent communication skills, including executive-level presentation capability
- Bachelor’s degree in Business, Technology, or related field (MBA advantageous)
Benefits
- Opportunity to build and shape a world-class support organisation
- A culture of development and recognition
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer support strategysupport technologiessupport metricsbusiness intelligencecustomer experience designjourney mappingdata analysis
Soft skills
leadershipteam motivationcommunicationempathyagilityanalytical mindset
Certifications
Bachelor’s degreeMBA