The Role
Leads the global customer support function, overseeing support strategy, team development, incident and problem management, SLA performance, process optimization, and customer and partner experience. Partners with technology teams to address support needs across product development and lifecycle initiatives. Uses data-driven insights to improve support effectiveness and resolve customer issues while building strong stakeholder relationships.
Summary Generated by Built In
Position Summary:
Responsible for the Global Customer Support function, you will ensure the delivery of exceptional support services to our customers and partners while continually optimising the support model to meet service level agreements (SLAs), working closely with cross-functional teams to drive customer satisfaction, resolve ongoing issues, and enhance partner experience.
Key Responsibilities:
- Customer Support Leadership: Lead the Global Customer Support function to develop and deliver on customer support strategic initiatives and drive utilisation and effectiveness of our internal support teams and model.
Invest in the development and professional growth of the Global Customer Support team through clear performance and development structure and continuous feedback. - Enhance Customer and Partner Experience: Develop and maintain strong relationships with customers, support partners and internal stakeholders, understanding their needs and expectations to effectively address concerns, drive satisfaction and enhance experiences through identification and implementation of solutions.
- Incident and Problem Management: Oversee end-to-end incident and problem management processes and lifecycle, including root cause analysis (RCA), communication and engagement with customers, partners and internal technology teams.
- Process Optimisation: Continuously optimise support processes to improve efficiency and meet SLAs through analysis of trends, feedback and issues leveraging data-driven insights and best practices to identify customer process and platform opportunities.
- Customer Obsession: Maintain a customer-centric focus with deep empathy for the domain, advocating for the needs of customers and partners throughout the organisation.
- Business Initiatives: Establish and maintain relationships with tech teams responsible for major technology platforms and initiatives and ensure that support needs are addressed with both new product development and ongoing product life-cycle efforts.
Skills, Knowledge & Expertise:
- Experience in a technical support role, with at least 3+ years of experience working for a technology (SaaS) company.
- Proven leadership experience owning strategy and scaling support operations in a fast-paced, results-driven environment, prioritising best practices, outcomes, human relationships and team development.
- Highly collaborative with excellent communication and interpersonal skills, with the ability to interact effectively and build strong relationships with customers, partners, vendors and internal stakeholders.
- Sound analytical skills to interpret data, identify trends, and make data-driven decisions to drive a strong strategic roadmap.
- Experience with Atlassian product suite (Jira Service Management) and other support related tooling.
- Strong Technical experience and aptitude to understand and contribute with the resolution of customer support issues.
- Bonus: e-commerce / online retail experience and hands-on exposure to cloud platforms (AWS ideally).
Benefits:
- We value flexibility:
- Work how, when and where it suits you.
- Centrally located office (SYDNEY ONLY)
- Located in The Rocks, Sydney, we have a fun office space with outdoor tiki bar and views of the Sydney Harbour Bridge!
- Flexible and supportive leave policies:
- Including generous paid parental leave and paid leave for your birthday so you can celebrate you.
- Culture is key:
- We have a great team and enjoy regular social events to foster a collaborative, supportive and fun work environment.
- Advance your career:
- We invest in your future by providing an allowance to help accelerate your learning and professional development.
- Bring your whole self to work:
- At Fluent, we strive to create and nurture a culture where every employee can bring their whole self to work, feel inspired, and empowered to do your life’s work (or be your best self).
About
Working with some of the world’s leading brands and retailers, we’ve created a powerful and exciting cloud-native Order Management platform designed to reinvent how businesses serve their customers’ needs efficiently and cost effectively. We’re disrupting the status quo to help our clients adapt quickly to their ever-changing needs. It’s a huge opportunity and we’re proud to be at the heart of it.Globally headquartered in Sydney, Australia and with teams across Europe, U.S and APAC. We’re growing quickly with new opportunities both nationwide and internationally. Are you ready to change the world of commerce? Then we’d love to hear from you!At Fluent Commerce, we are committed to enabling everyone to feel included and valued. We believe our culture & competences are stronger with diverse experiences and perspectives.That's why Flexy is one of our core values, we embrace flexibility around hybrid working and working hours. We are not looking for someone who checks every single box; we’re looking for lifelong learners and people who can make us better with their own experiences. We value your uniqueness so that you can be your authentic self at work. All qualified applicants will receive consideration for employment without regard to age, ethnicity, family, gender identity, marital status, physical or mental disability, neurodivergence, sexual orientation, or any other characteristic protected by applicable laws.
Skills Required
- At least 3 years of experience in a technical support role at a technology or SaaS company
- Leadership experience owning support strategy and scaling support operations
- Excellent communication, collaboration, and interpersonal skills
- Ability to build relationships with customers, partners, vendors, and internal stakeholders
- Strong analytical skills and ability to make data-driven decisions
- Experience with the Atlassian product suite, including Jira Service Management, and other support tooling
- Strong technical experience and aptitude for resolving customer support issues
- E-commerce or online retail experience
- Hands-on experience with cloud platforms, ideally AWS
Fluent Commerce Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Fluent Commerce and has not been reviewed or approved by Fluent Commerce.
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Leave & Time Off Breadth — Birthday Leave, end-of-year “Thank You” leave, and paid volunteer “Empowerment Leave” expand time-off options beyond standard allowances. Flexible working norms complement these additional leave types to support time away when needed.
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Parental & Family Support — Paid parental leave and “Stay in Touch” provisions are explicitly highlighted. Family-focused policies are positioned as part of a supportive and inclusive approach.
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Wellbeing & Lifestyle Benefits — An Employee Assistance Program and a home-office setup allowance indicate attention to practical and mental wellbeing. Community engagement and learning opportunities add lifestyle value alongside day-to-day flexibility.
Fluent Commerce Insights
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The Company
What We Do
Our goal is to be the engine that powers global commerce. So, we’ve built a distributed order management system in the cloud that stands apart from the rest. It’s not rigid, but flexible at scale. Something clients and partners love. Why? Because they can build customer experiences that are unique. Never boring. And as customer preferences change, our clients can adapt. Quickly. We’re a techie company at heart. We’re passionate about changing the landscape of order management. Some of our tech is actually pretty cool. And we’re a cheeky challenger brand. Our competitors are big. Enterprise. And a bit dull. So, we lead with purple to stand out and like to have some fun.
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