Customer Support Supervisor (City of Sydney)

The Customer Support Supervisor is a pivotal leadership role responsible for overseeing the end-to-end resolution of service incidents. You will lead a hybrid team of 6–10 direct reports in Australia and coordinate with BPO partners in Malaysia, ensuring that all high-visibility SLAs and tailored product solutions are supported with excellence. As a working supervisor, you will balance strategic team management with hands‑on Customer support, actively working client tickets, dispatching technicians for high‑priority jobs, and liaising directly with clients/subcontractors for scheduling. Serving as the primary point of contact for escalations during AU business hours, you will require an adaptable leadership style to manage complex client relationships, drive operational efficiency, and mentor a diverse, multi‑regional team. Key Responsibilities
- Manage and mentor a team of 6-10 Customer Support Coordinators in Australia, providing skilled growth opportunities and performance coaching.
- Oversee and align workflows for BPO support staff in Malaysia to ensure seamless service delivery and adherence to global standards.
- Act as the 'Manager on Duty,' overseeing daily workflows, monitoring performance metrics, and prioritizing tasks to meet strict SLAs.
- Serve as the main point of contact for all complex or difficult service incidents during Australian business hours.
- Dispatch field technicians for critical, high-priority jobs and perform rigorous follow-ups to ensure timely onsite resolution.
- Coordinate directly with clients to schedule service visits, technician dispatches, and maintenance windows, ensuring minimal disruption.
- Proactively manage P1 and P2 tickets, escalating internally to upper management when relationships or global SLAs are at risk.
- Conduct post-incident reviews and identify lessons learned to prevent recurrence and improve service quality.
- Lead regularly scheduled client meetings and Quarterly Business Reviews (QBRs) for high-priority accounts.
- Oversee the generation of tailored client‑facing reports, ensuring transparency on service incidents and resolution updates.
- Recommend and implement improvements to internal and client‑facing Standard Operating Procedures (SOPs) to eliminate inefficiencies.
- Provide high‑level technical guidance to Tier 1 and Tier 2 staff on complex networking and hardware issues.
- Work with Field Ops and Market Dispatchers to ensure resource availability and vendor coordination.
- Ensure all incident documentation, contract reviews, and 3rd‑party system updates are handled with high attention to detail. Requirements and Qualifications
- 3+ years in a customer support leadership or senior coordinator role, with experience managing remote or BPO teams preferred.
- Exceptional interpersonal and communication skills, with a proven ability to lead high‑stakes client meetings.
- Outstanding diagnostic and analytical skills, with advanced knowledge of LAN/WAN networks, TCP/IP protocols, and remote access software.
- Ability to navigate 'grey areas' and solve complex roadblocks using strategic problem‑solving skills.
- Strong record‑keeping skills and the ability to manage multiple high‑priority tasks independently.
- A strong work ethic and the flexibility to adapt as the client base and regional footprint grow. #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3rsrsr