YouTrip

Operations Manager

YouTrip

full-time

Posted on:

Location Type: Hybrid

Location: Sydney • 🇦🇺 Australia

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Job Level

Mid-LevelSenior

About the role

  • Directly manage the offshore customer support team handling Australian users
  • Set clear expectations around customer empathy, accuracy, tone, and resolution quality
  • Coach and develop team members to think beyond individual tickets and understand customer context
  • Foster a customer-first culture while maintaining strong risk and compliance discipline
  • Own the end-to-end customer support experience for Australian users
  • Manage complex, sensitive, or high-risk escalations (e.g. scams, fraud, ID verification)
  • Act as the final escalation point where customer outcomes and regulatory considerations intersect
  • Represent the voice of the customer in internal discussions, balancing short-term fixes with long-term improvements
  • Partner closely with Compliance, Legal, and Operations to ensure CS handling aligns with Australian regulations and consumer protection expectations
  • Translate regulatory requirements into clear, practical guidance that supports both compliance and good customer outcomes
  • Ensure training materials and processes evolve as policies, products, or regulations change
  • Design, implement, and maintain SOPs, workflows, and escalation paths for AU customer support
  • Identify recurring customer pain points and systemic issues across the journey
  • Drive improvements that reduce repeat contacts, friction, and unnecessary escalations
  • Maintain a clear, usable knowledge base that supports consistent and high-quality support
  • Work closely with Product, Marketing, and Operations to anticipate customer impacts from launches, campaigns, or changes
  • Surface customer insights and trends to inform product improvements and roadmap decisions
  • Contribute to incident and issue management with a focus on root cause, not just resolution
  • Help ensure customer support is seen as a strategic function, not just a reactive one
  • Own customer operations KPIs including resolution time, CSAT, QA scores, backlog, and escalation volume
  • Use data to identify trends, risks, and opportunities for improvement across the customer lifecycle
  • Report clearly on performance and insights to local and regional stakeholders

Requirements

  • 4+ years of experience in customer operations, customer experience, or support leadership
  • Proven experience managing offshore or distributed customer support teams
  • Strong customer-centric mindset, with the ability to zoom out and see the full customer journey
  • Background in fintech, financial services, or another regulated industry
  • Solid understanding of Australian customer expectations, consumer protection, and AML/KYC concepts
  • Comfortable operating in a fast-moving, high-growth environment

Applicant Tracking System Keywords

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

Hard skills
customer support managementSOP designescalation managementdata analysisincident managementKPI managementroot cause analysisworkflow implementationtraining material developmentregulatory compliance
Soft skills
customer empathycoachingteam developmentcustomer-centric mindsetcommunicationproblem-solvingstrategic thinkingcollaborationadaptabilityinsight generation