Manager, Customer Support

First Things First - What We Can Offer You

• Leave to foster personal connections, health & overall well-being
• Emloyee Assistance Program
• Generous Parental Leave Program
• Paid Volunteer Leave Days
• Public Holiday Exchange Scheme
• Delicious, free, chef-prepared lunch daily on site
• Enjoy up to 4 weeks a year of flexible 'Work from Anywhere' time!
• Talent Referral Program – get rewarded for referring a friend to join our team!
• Casual dress and relaxed office environment
• Fun team camaraderie and events
• Opportunities for career progression and development
• Diverse training & internal networking opportunities across all of our product lines
• A range of other fantastic benefits!
• Check out our website for more about working at Simpro Group https://www.simprogroup.com/uk/company/careers#positions

The Job

As a Manager, Customer Support at SimPRO, you will lead and support regional customer support teams, ensuring exceptional service delivery and team performance. Acting as the first point of escalation, you’ll provide strategic direction, day-to-day management, and contribute to organizational goals through effective leadership and operational excellence.

What You’ll Do

• Lead and manage daily operations for regional support teams, providing clear guidance and direction.

• Oversee team performance, including staffing, scheduling, one-on-ones, performance reviews, hiring, and retention.

• Ensure high-quality customer service through case escalations, coaching, and process improvements.

• Foster a positive, high-performing team culture aligned with SimPRO’s mission and values.

• Drive training and professional development to maximize team growth and capability.

• Contribute to strategic planning and budget execution.

• Support business needs with availability during weekends, public holidays, and after-hours as required.

What You’ll Bring

• Proven experience in customer support or contact centre leadership roles.

• Proven ability to lead high-performing teams and improve service outcomes.

• Strong problem-solving, analytical, and communication skills.

• Experience managing change and collaborating across departments.

• Familiarity with KCS (Knowledge-Centered Service) practices.

• Ability to thrive in fast-paced, dynamic environments.

• Bachelor’s degree or equivalent professional qualification.

Core values required of all Simpro, AroFlo, BigChange & ClockShark employees:

While experience in the above areas will be highly considered, it’s important to note it will be secondary to the person with the right determination, attitude and compatibility. Our culture and core values are very important to us:

We Are One Team

We Are Customer Centric
We Are Growth Minded
We Are Accountable
We Celebrate Success

Simpro, AroFlo, BigChange & ClockShark are equal opportunity employers with a best-of-class onboarding program and supportive team environments. We embrace and support culture diversity and Equal Employment Opportunity. Aboriginals, Torres Strait Islanders and minority groups are encouraged to apply. .

Visit simprogroup.com/au/company/careers to learn more about us and our values.

We would like to take this opportunity to thank all candidates for their application.

*Please note, no agencies will be accepted in the recruitment of this role.