Senior Manager, Customer Support at Xplor

📍 Job Overview

Job Title: Senior Manager, Customer Support
Company: Xplor
Location: Melbourne, Victoria, Australia
Job Type: Full-time
Category: Customer Support Management
Date Posted: June 24, 2025
Experience Level: 10+ years
Remote Status: Hybrid (2-3 days in office)

🚀 Role Summary

Lead strategic direction and operational excellence for customer and consumer service delivery across multiple regions and products at Xplor.
Champion a customer-first culture, driving high performance, and continuous improvement.
Collaborate cross-functionally with Product, Tech, Sales, and Commercial teams to ensure customer needs are met end-to-end.
Oversee service frameworks, tools, and infrastructure to deliver scalable, measurable, and high-quality outcomes.
Inspire, develop, and lead a team of team leaders across regions, fostering a culture of empowerment, growth, and psychological safety.

📝 Enhancement Note: This role requires a strategic mindset, strong leadership skills, and a deep understanding of customer experience principles to drive service excellence and align with Xplor's global strategy.

💻 Primary Responsibilities

Strategic Leadership: Set and execute the strategic direction for customer and consumer service delivery, aligning with company-wide goals and customer experience aspirations.
Operational Excellence: Drive operational efficiency, service quality, and cost-efficiency across multi-regional service delivery operations.
Team Leadership: Lead, develop, and mentor a team of team leaders, fostering a high-performance culture and driving talent strategies for hiring, onboarding, performance management, and retention.
Stakeholder Engagement: Act as a senior leader across the organization, influencing decision-making at executive levels and representing service delivery in key forums.
Customer Advocacy: Champion the voice of the customer/consumer internally, translating insights into service enhancements and innovation opportunities.
Organizational Change: Lead and deliver organizational change initiatives, driving adoption through transparent communication, coaching, and stakeholder alignment.

📝 Enhancement Note: This role involves a high degree of complexity, requiring strong commercial acumen, exceptional leadership skills, and the ability to operate effectively at C-suite level.

🎓 Skills & Qualifications

Education: Bachelor's degree in Business, Marketing, or a related field. An MBA would be an asset.

Experience: Proven experience (10+ years) in senior leadership roles within customer service, contact center, or service delivery environments – ideally in SaaS, technology, or high-growth companies.

Required Skills:

Proven experience in leading large, multi-site or global teams in complex, matrixed organizations.
Strong commercial acumen with experience managing operational budgets and driving cost efficiency.
Expert knowledge of customer experience principles, operational KPIs, service design, and escalation handling.
Exceptional leadership, coaching, and stakeholder engagement skills.
High-level communication and influencing capabilities.

Preferred Skills:

Experience leading through organizational change, transformation, or integration.
Familiarity with CRM systems and customer service software.
Knowledge of customer service metrics and industry benchmarks.

📝 Enhancement Note: Candidates with experience in high-growth SaaS or technology companies are strongly encouraged to apply, as their skills and mindset may align well with Xplor's culture and growth ambitions.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: AUD 180,000 - 220,000 per annum, depending on experience and qualifications. This estimate is based on market research for senior customer support management roles in Melbourne, Australia, and adjusted for Xplor's company size and industry.

Benefits:

Unparalleled opportunities to learn and accelerated career development
A collaborative, team environment with people who truly love what they do
12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer
Unlimited access to LinkedIn Learning, 10% of your time devoted to growing you and your career, and further support to help you grow
Access to mental health support
Fully flexible work arrangements

Working Hours: Full-time, with a hybrid work arrangement (2-3 days in office)

📝 Enhancement Note: The salary range provided is an estimate based on market research and may vary depending on the candidate's qualifications and experience. Xplor offers a comprehensive benefits package to attract and retain top talent in the competitive customer support management field.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology, Software as a Service (SaaS)

Company Size: Medium to Large (1,000+ employees)

Founded: 2012

Team Structure:

Global Operations team with multiple regional service delivery centers
Matrixed organization with cross-functional collaboration between Product, Tech, Sales, and Commercial teams
Flat hierarchy with a focus on empowering team members and fostering a culture of continuous improvement

Development Methodology:

Agile/Scrum methodologies for service delivery and improvement
Data-driven decision-making and regular performance tracking
Cross-functional collaboration and regular stand-ups to ensure alignment and progress

Company Website: www.xplortechnologies.com

📝 Enhancement Note: Xplor's culture emphasizes customer-centricity, innovation, and continuous learning, providing an ideal environment for a senior customer support manager to thrive and make a significant impact.

📈 Career & Growth Analysis

Customer Support Career Level: Senior Manager, Customer Support

Reporting Structure: Reports directly to the VP of Global Contact Center, with matrixed reporting lines to cross-functional teams.

Technical Impact: Responsible for defining and implementing service strategies that enhance the customer experience, drive operational efficiency, and align with Xplor's global strategy.

Growth Opportunities:

Expansion into new markets and regions, presenting opportunities for career growth and leadership development
Cross-functional collaboration and project involvement, providing exposure to various aspects of the business and potential career progression paths
Internal mobility and promotion opportunities within Xplor's global operations team

📝 Enhancement Note: This role offers significant growth potential for the right candidate, with opportunities to expand their leadership skills, gain exposure to diverse aspects of the business, and contribute to Xplor's global success.

🌐 Work Environment

Office Type: Modern, collaborative workspace with a focus on employee well-being and productivity

Office Location(s): Melbourne, Victoria, Australia (with a hybrid work arrangement)

Workspace Context:

Open-plan office layout with dedicated team spaces and meeting rooms
Access to the latest technology and tools to support remote work and collaboration
On-site amenities, including kitchen facilities, breakout areas, and recreational spaces

Work Schedule: Full-time, with a hybrid work arrangement (2-3 days in office per week)

📝 Enhancement Note: Xplor's work environment fosters collaboration, innovation, and work-life balance, providing an ideal setting for a senior customer support manager to thrive and make a significant impact.

📄 Application & Technical Interview Process

Interview Process:

Phone or video screen with the Talent Acquisition Partner to discuss the role and assess cultural fit
In-depth behavioral and situational interviews with the hiring manager and other team members to evaluate leadership skills, problem-solving, and customer experience expertise
Final interview with the VP of Global Contact Center to discuss strategic fit and alignment with Xplor's global strategy

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation: (N/A for this role)

ATS Keywords: (N/A for this role)

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's strategic thinking, leadership skills, and cultural fit, ensuring they align with Xplor's global strategy and customer-centric culture.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

Make life simple: Simplify customer interactions and resolve issues efficiently
Build for people: Understand customer needs and design service experiences that meet their expectations
Move with purpose: Drive continuous improvement and innovation in service delivery
Create lasting communities: Foster a culture of collaboration, learning, and growth within the team and with customers

Collaboration Style:

Cross-functional collaboration with Product, Tech, Sales, and Commercial teams to ensure customer needs are met end-to-end
Regular team meetings and stand-ups to align on priorities, progress, and obstacles
Open communication and active listening to encourage feedback and continuous improvement

📝 Enhancement Note: Xplor's customer support team values a customer-centric, collaborative, and innovative culture, providing an ideal environment for a senior customer support manager to thrive and make a significant impact.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Managing service delivery across multiple regions and products, ensuring consistency and high-quality customer experiences
Driving operational efficiency and cost-effectiveness without compromising service quality
Leading through organizational change and transformation initiatives to improve service outcomes and build organizational capability

Learning & Development Opportunities:

Exposure to diverse aspects of the business through cross-functional collaboration and project involvement
Opportunities to expand leadership skills and gain exposure to global operations and strategic decision-making
Internal mobility and promotion opportunities within Xplor's global operations team

📝 Enhancement Note: This role presents numerous challenges and growth opportunities for a senior customer support manager, allowing them to develop their leadership skills, gain exposure to diverse aspects of the business, and contribute to Xplor's global success.

💡 Interview Preparation

Technical Questions:

Describe your experience leading large, multi-site or global teams in complex, matrixed organizations. How have you driven operational efficiency and cost effectiveness without compromising service quality?
How have you championed the voice of the customer/consumer internally, translating insights into service enhancements and innovation opportunities?
Can you provide an example of a time when you led an organizational change initiative? How did you drive adoption through transparent communication, coaching, and stakeholder alignment?

Company & Culture Questions:

How do you stay up-to-date with industry trends and best practices in customer experience and service delivery?
How do you foster a high-performance, customer-first culture within your team, and how do you measure success?
How do you collaborate effectively with cross-functional teams to ensure customer needs are met end-to-end?

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's strategic thinking, leadership skills, and cultural fit, ensuring they align with Xplor's global strategy and customer-centric culture.

📌 Application Steps

To apply for this Senior Manager, Customer Support position:

Submit your CV and a cover letter, including the word "moonshot" at the top of your cover letter to demonstrate you have read the job ad carefully.
Prepare for the phone or video screen with the Talent Acquisition Partner by researching Xplor's customer support strategy and global operations.
Familiarize yourself with Xplor's customer experience principles and service delivery framework to demonstrate your understanding of the role's requirements and your ability to contribute to the team's success.
Practice your leadership and problem-solving skills, as well as your ability to communicate effectively with cross-functional teams and stakeholders, to ensure a successful interview process.

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

Senior Manager, Customer Support