Employment Hero seeks a Client Support Manager to lead daily operations, ensuring clients receive fast and accurate communication. In this role, you will focus on building and developing the team, driving client satisfaction, and partnering on strategic direction.
What You'll Do
- Oversee daily operations to ensure clients get fast, accurate answers, balancing volume against capacity, monitoring SLOs/KPIs, and addressing urgent matters.
- Ensure team efficiency through consistent coaching, performance management, and quality assurance. Hire and train new talent as required.
- Drive client satisfaction by reducing response times, resolving pain points, and leveling up service culture.
- Work directly with the Director of Client Support on strategy, structure, and team development.
- Contribute operational horsepower to strategic projects across the business.
What We're Looking For
- At least 3 years leading and building support teams in a SaaS environment.
- Experience managing directly and through others, helping teams unlock their potential.
- Data-driven approach to measuring impact, tracking progress, and making decisions with numbers.
- Client-obsessed mindset, leading with empathy for clients and team members.
- Tech-savvy, able to pick up technology quickly and familiar with ticketing software, WFM tooling, and reporting tools.
- Problem-solver who thrives on solving complex problems and working through uncertain paths.
Technical Stack
- Ticketing software
- WFM tooling
- Reporting tools
Team & Environment
Works directly with the Director of Client Support.
Benefits & Compensation
- Remote work with flexibility to own your time and impact.
- Access to tools to amplify work, knowledge, and outputs.
- Surrounded by ambitious, outcome-driven colleagues.
- ESOP (employee share options) in a fast-growing tech company.
- Generous parental leave policy.
- Subsidised egg freezing.
- WFH office expense budget.
- Outstanding learning & development opportunities.
Work Mode
This is a remote-first position open to candidates in Australia, New Zealand, Singapore, Malaysia, UK, and Canada.
Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.
