Customer Support Manager

What You'll Do

• Own end‑to‑end contact centre performance across phone and email, delivering to key service targets and maintaining a strong operating rhythm that drives continuous improvement. Balance efficiency, service quality, compliance, and agent wellbeing, acting as the escalation point for complex or high‑risk customer matters.
• Forecast demand and ensure consistent coverage across business hours, after‑hours, and weekends, refining rostering and capacity models to support growth without compromising standards.
• Lead quality, compliance, and customer experience frameworks, ensuring high‑quality interactions, supporting customers experiencing vulnerability or financial hardship, and partnering with Risk, Compliance, and Lending to embed regulatory requirements. Turn customer insights into clear themes and improvement opportunities.
• Optimise Zendesk using automation and AI to lift efficiency and agent productivity. Build dashboards that surface volumes, performance trends, and emerging risks, translating operational data into actionable insights for senior leaders.
• Lead and develop a high‑performing, distributed team across Australia and the Philippines. Foster a culture of accountability, engagement, and collaboration, owning onboarding, training, and capability uplift to ensure teams deliver exceptional support.

What You'll Bring

• Significant experience leading customer support or contact centre operations within financial services, lending, or other regulated environments.
• Demonstrated success owning and delivering performance against contact centre KPIs.
• Experience leading offshore or geographically distributed teams (Philippines experience highly regarded).
• Hands-on experience owning and optimising Zendesk or similar customer support platforms.
• A strong operations leader who brings energy, structure, and momentum to teams who is pragmatic, execution-focused and inspires teams to perform at their best.
• Passionate customer advocate with a deep understanding of financial services customers.
• Comfortable operating in ambiguity and building scalable operating models.
• Strong analytical capability with the ability to translate data into clear actions, bringing confidence in balancing speed, quality, compliance, and people wellbeing.

What's in it for you?

• Flexible working arrangements to suit individual needs and a hybrid work model. Our office is designed for collaboration, creativity and balance between office engagement and remote flexibility. Our in-office days are Monday through Thursday (4 days), with Friday as a remote day.
• Free lunch! Yes, there is such a thing! Kickstart your week with our Monday Mingle meaning lunch on us and great company. From tacos, to sushi, to charcoal chicken, it's a delicious way to catch up, unwind and connect.
• Get social. We host a range of social activities at Brighte. A fan-favorite being our weekly Thursday social event, where you can catch up with colleagues over a drink, snack and a game of table tennis.
• We want our employees to share in Brighte’s success. You will be given an opportunity to join our Employee Share Option Plans (ESOP).
• Snacks galore – who doesn’t love that? Our thoughtfully stocked pantry includes snacks to suit your every mood. Fresh bread, protein bars, popcorn, fresh fruit, chocolate, soy crisps, cookies – you name it! We also offer a carefully curated collection of wines and beer on tap for those looking to unwind or enjoy a social moment.
• End-of-trip facilities. Cycle in to work, lock up your wheels and have a shower in our end-of-trip facilities, which come complete with towel service and hair dryers.
• Anniversary leave - your dedication at Brighte won’t go unnoticed. Enjoy an extra day to celebrate your work anniversary with us.