📍 Job Overview

Job Title: Director, Global Customer Support
Company: Singapore Post
Location: Brisbane Office, Eight Mile Plains, Queensland, Australia (Remote)
Job Type: Full-Time
Category: Executive & Management
Date Posted: 2025-06-23
Experience Level: 10+ years
Remote Status: Hybrid

🚀 Role Summary

Lead and drive global customer support strategies to deliver outstanding support experiences.
Manage and coach a geographically dispersed team to achieve delivery goals and professional development.
Collaborate with global support leadership to develop, implement, and improve enterprise-wide knowledge management strategies.
Build strategic relationships across business lines, bridge technical and non-technical requirements, and propose solutions.
Understand business operations, identify process gaps, and direct improvement efforts.
Effectively communicate department strategy to executive management and key stakeholders.
Develop and manage OKRs related to team performance, client success, escalations, SLAs, and other important measurements.

📝 Enhancement Note: This role requires a high-level strategic thinker with a strong background in customer support and organizational leadership. Experience in a global environment and ability to work under pressure are crucial for success.

💻 Primary Responsibilities

Strategic Leadership: Develop and implement strategies to ensure outstanding customer support experiences and achieve operational and satisfaction targets.
Team Management: Manage, coach, and mentor a global customer support team to achieve delivery goals and professional growth.
Cross-Functional Collaboration: Build strategic relationships with business lines, bridge technical and non-technical requirements, and propose solutions.
Process Improvement: Identify process gaps, propose improvements, and drive implementation to enhance customer support experiences.
Performance Tracking: Track key performance indicators, manage goals, and ensure alignment with business outcomes.
Communication: Effectively communicate department strategy to executive management and key stakeholders across the team and company.
Budget Management: Influence execution of annual plan to budget.

📝 Enhancement Note: This role requires a balance of strategic thinking, team management, and process improvement skills. The ideal candidate will be able to navigate complex business operations and drive change effectively.

🎓 Skills & Qualifications

Education: Bachelor's degree in Business, Management, or a related field. Advanced degree preferred.

Experience: 10+ years of experience in customer support, with a proven track record of building and scaling support organizations.

Required Skills:

Strong organizational and collaborative leadership skills
Excellent problem-solving and analytical abilities
Organizational change management and project management skills
Ability to work under pressure and manage stress
Proven experience leading a regional customer support organization
Demonstrated ability to influence and collaborate effectively with cross-functional teams and senior leadership
Experience working in a fast-paced, dynamic environment and adapting to change

Preferred Skills:

Experience working in a global environment
Familiarity with customer support software and tools
Knowledge of customer support metrics and KPIs
Experience with OKR (Objectives and Key Results) frameworks

📝 Enhancement Note: The ideal candidate will possess a strong combination of leadership, strategic thinking, and change management skills, with a proven track record in customer support and a global environment.

📊 Web Portfolio & Project Requirements

Portfolio Essentials: Not applicable for this role.
Technical Documentation: Not applicable for this role.

💵 Compensation & Benefits

Salary Range: $150,000 - $200,000 AUD per annum (Estimated based on market research and experience level)

Benefits:

Leave to foster personal connections, health, and overall well-being
Employee 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 the team!
Casual dress and relaxed office environment
Fun team camaraderie and events
Opportunities for career progression and development
Diverse training and internal networking opportunities across all product lines
A range of other fantastic benefits!

Working Hours: Full-time, 40 hours per week, with flexible 'Work from Anywhere' time available.

📝 Enhancement Note: The salary range is estimated based on market research and experience level. Actual compensation may vary depending on the candidate's qualifications and the company's compensation structure.

🎯 Team & Company Context

🏢 Company Culture

Industry: Logistics and postal services

Company Size: Large (10,000+ employees)

Founded: 1992

Team Structure:

Global Customer Support team, reporting to the Global Customer Support Director
Cross-functional collaboration with business lines, marketing, and other departments
Matrix reporting structure with dotted lines to relevant business units

Development Methodology:

Agile/Scrum methodologies for project planning and execution
Regular team meetings and stand-ups to discuss progress and address blockers
Cross-functional collaboration and knowledge sharing across teams

Company Website: https://www.singpost.com/

📝 Enhancement Note: Singapore Post is a large, established company in the logistics and postal services industry. The company values collaboration, innovation, and customer focus, providing a supportive environment for professional growth.

📈 Career & Growth Analysis

Web Technology Career Level: Executive-level role with strategic and operational responsibilities

Reporting Structure: Reports directly to the Global Customer Support Director and collaborates with global support leadership and business line stakeholders

Technical Impact: Significant influence on global customer support strategies, processes, and outcomes

Growth Opportunities:

Develop and implement strategic initiatives to enhance customer support experiences
Build and lead a high-performing global customer support team
Collaborate with business lines to improve customer support processes and outcomes
Drive organizational change and process improvement projects
Opportunities for career progression within the global customer support organization or other business units

📝 Enhancement Note: This role offers significant growth opportunities for experienced customer support professionals looking to advance their careers in a global environment.

🌐 Work Environment

Office Type: Hybrid, with a combination of on-site and remote work arrangements

Office Location(s): Brisbane Office, Eight Mile Plains, Queensland, Australia

Workspace Context:

Collaborative workspaces with dedicated team areas and meeting rooms
Access to modern technology and tools to support remote work arrangements
Opportunities for team-building activities and social events

Work Schedule: Full-time, 40 hours per week, with flexible 'Work from Anywhere' time available.

📝 Enhancement Note: The hybrid work environment at Singapore Post offers a combination of on-site collaboration and remote flexibility, fostering a productive and inclusive work culture.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess communication skills and cultural fit (30 minutes)
Behavioral Interview: A deeper dive into leadership, problem-solving, and change management skills (60 minutes)
Case Study Presentation: A presentation of a customer support challenge and proposed solution (60 minutes)
Final Interview: A discussion with senior leadership to assess strategic fit and alignment with company goals (60 minutes)

Portfolio Review Tips: Not applicable for this role.

Technical Challenge Preparation: Not applicable for this role.

ATS Keywords: Not applicable for this role.

📝 Enhancement Note: The interview process for this role focuses on assessing leadership, strategic thinking, and change management skills, with a strong emphasis on cultural fit and alignment with company goals.

🛠 Technology Stack & Web Infrastructure

Not applicable for this role.

👥 Team Culture & Values

Web Development Values:

Customer-centric approach, focusing on delivering outstanding customer experiences
Collaborative and inclusive team culture, fostering open communication and knowledge sharing
Continuous improvement and innovation, driving change and process enhancements
Accountability and ownership, taking responsibility for team and individual performance

Collaboration Style:

Cross-functional collaboration with business lines, marketing, and other departments
Matrix reporting structure with dotted lines to relevant business units
Regular team meetings and stand-ups to discuss progress and address blockers

📝 Enhancement Note: The customer-centric culture at Singapore Post emphasizes collaboration, innovation, and accountability, providing a supportive environment for professional growth and development.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Managing a geographically dispersed team with varying time zones and cultural backgrounds
Balancing strategic initiatives with day-to-day operational responsibilities
Driving organizational change and process improvement in a large, established company
Collaborating effectively with cross-functional teams and business line stakeholders

Learning & Development Opportunities:

Develop and implement strategic initiatives to enhance customer support experiences
Build and lead a high-performing global customer support team
Collaborate with business lines to improve customer support processes and outcomes
Drive organizational change and process improvement projects
Opportunities for career progression within the global customer support organization or other business units

📝 Enhancement Note: This role presents significant technical challenges and growth opportunities for experienced customer support professionals looking to advance their careers in a global environment.

💡 Interview Preparation

Technical Questions:

Describe your experience leading a regional customer support organization and the strategies you implemented to improve customer satisfaction and operational efficiency.
How have you managed organizational change and driven process improvement in a large, established company?
Can you provide an example of a time when you had to influence and collaborate effectively with cross-functional teams and senior leadership to achieve a common goal?

Company & Culture Questions:

How do you stay updated with industry trends and best practices in customer support?
Can you describe a time when you had to adapt to a significant change in your role or organization, and how you handled it?
How do you foster a customer-centric culture within your team and collaborate effectively with business lines to improve customer support experiences?

Portfolio Presentation Strategy: Not applicable for this role.

📝 Enhancement Note: Interview preparation for this role should focus on demonstrating leadership, strategic thinking, and change management skills, with a strong emphasis on cultural fit and alignment with company goals.

📌 Application Steps

To apply for this Director, Global Customer Support position at Singapore Post:

Submit your application through the application link provided.
Tailor your resume and cover letter to highlight your relevant experience and skills for this role.
Prepare for the interview process by reviewing the interview process section and practicing your responses to common interview questions.
Research the company and industry trends to demonstrate your understanding of the role and commitment to customer support excellence.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Role-Specific Focus:

Tailor the job description to highlight the strategic and leadership aspects of the Director, Global Customer Support role.
Emphasize the global nature of the role and the requirement for experience in leading a regional customer support organization.
Highlight the need for strong organizational and change management skills, as well as the ability to work under pressure.
Include specific details about the company culture, team structure, and development methodologies at Singapore Post.

Quality Standards:

Ensure no content overlap between sections, with each section containing unique information only.
Only include Enhancement Notes when making significant inferences about the role, company culture, or interview process.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute relevant keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and role complexity.

Industry Expertise:

Include specific details about the logistics and postal services industry, highlighting the unique challenges and opportunities in customer support.
Address the global nature of the role and the requirement for experience in leading a regional customer support organization.
Highlight the need for strong organizational and change management skills, as well as the ability to work under pressure.
Include specific details about the company culture, team structure, and development methodologies at Singapore Post.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use industry-specific terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to the role.
Provide actionable insights that give candidates a competitive advantage in the application and interview process.
Focus on the strategic and leadership aspects of the Director, Global Customer Support role, highlighting the unique challenges and opportunities in customer support.

Application & Interview Process:

Include specific details about the interview process, highlighting the assessment of leadership, strategic thinking, and change management skills.
Provide tips for preparing for the interview process, focusing on demonstrating relevant experience and skills.
Include specific details about the company culture, team structure, and development methodologies at Singapore Post.

Challenges & Growth Opportunities:

Highlight the technical challenges and growth opportunities presented by the role, focusing on the global nature of the role and the requirement for experience in leading a regional customer support organization.
Include specific details about the company culture, team structure, and development methodologies at Singapore Post.

Interview Preparation:

Provide specific guidance on preparing for the interview process, focusing on demonstrating relevant experience and skills.
Include specific details about the company culture, team structure, and development methodologies at Singapore Post.

By following these content guidelines, the enhanced job description will provide a comprehensive, well-organized, and valuable resource for candidates seeking to apply for the Director, Global Customer Support role at Singapore Post.

Director, Global Customer Support