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: 2025-06-24
Experience Level: 10+ years
Remote Status: Hybrid (2-3 days in office)

🚀 Role Summary

Lead strategic direction and operational excellence in customer support across multiple regions and products
Build and manage high-performing teams, fostering a customer-centric culture
Collaborate cross-functionally to ensure customer needs are met end-to-end
Champion customer experience and drive continuous improvement

📝 Enhancement Note: This role requires a seasoned leader with a strong background in customer support, operational strategy, and stakeholder engagement to elevate service outcomes and build organizational capability.

💻 Primary Responsibilities

Strategic Leadership: Set and execute the strategic direction for customer support, aligning with company-wide goals and customer experience aspirations
Stakeholder Engagement: Act as a senior leader, influencing decision-making at executive levels and representing service delivery in key forums
Team Development: Lead, develop, and empower a team of team leaders across regions, fostering a culture of growth and psychological safety
Performance Optimization: Define and implement service frameworks, tools, and infrastructure to deliver scalable, measurable, and high-quality customer support outcomes
Customer Advocacy: Champion the voice of the customer 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 requires a balance of strategic thinking, operational excellence, and strong leadership skills to drive service delivery excellence and customer satisfaction.

🎓 Skills & Qualifications

Education: Bachelor's degree in Business, Management, or a related field (or equivalent experience)

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:

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, with the ability to operate effectively at C-suite level
Experience leading through organizational change, transformation, or integration (preferred)

Preferred Skills:

Familiarity with customer support software and tools
Experience in a global or multi-site contact center environment
Knowledge of Agile methodologies and project management

📝 Enhancement Note: Candidates should possess a strong blend of strategic, operational, and leadership skills, with a proven track record in driving customer support excellence and organizational improvement.

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

💵 Compensation & Benefits

Salary Range: AUD 180,000 - 220,000 per annum (based on experience and qualifications)

Benefits:

Unparalleled opportunities to learn and accelerated career development
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, with 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 the office)

🎯 Team & Company Context

🏢 Company Culture

Industry: Software as a Service (SaaS) and embedded payments

Company Size: Medium to Large (106,000+ customers, 1,000+ employees)

Founded: 2012

Team Structure:

Global Operations team, with a focus on customer support and service delivery
Matrixed organization, requiring strong cross-functional collaboration
Reporting directly to the VP of Global Contact Centre

Development Methodology:

Agile methodologies for continuous improvement and service enhancement
Data-driven decision-making and customer-centric approach

Company Website: Xplor Technologies

📝 Enhancement Note: Xplor fosters a culture of innovation, growth, and customer focus, with a strong emphasis on empowering employees and driving continuous improvement.

📈 Career & Growth Analysis

Customer Support Management Career Level: Senior Manager, responsible for strategic leadership, operational excellence, and transformation of service delivery across multiple regions and products

Reporting Structure: Reports directly to the VP of Global Contact Centre, with matrixed reporting lines to regional team leaders

Technical Impact: Directly influences customer satisfaction, service quality, and operational efficiency across multiple regions and products

Growth Opportunities:

Career Progression: Advancement to Director or VP-level roles within the Global Operations team or other departments
Technical Skill Development: Opportunities to expand knowledge in customer experience, operational strategy, and stakeholder engagement
Leadership Development: Potential to mentor and develop team leaders, fostering a culture of growth and empowerment

📝 Enhancement Note: This role offers significant growth potential for the right candidate, with opportunities to make a real impact on the company's global strategy and customer experience.

🌐 Work Environment

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

Office Location(s): Melbourne, Victoria, Australia (with remote work options)

Workspace Context:

Open-plan office layout with dedicated team spaces and quiet zones
Access to state-of-the-art technology and tools for customer support and service delivery
Regular team-building activities and social events to foster a strong company culture

Work Schedule: Hybrid work arrangement, with 2-3 days in the office and the rest working from home

📝 Enhancement Note: Xplor's work environment is designed to support employee productivity, collaboration, and work-life balance, with a strong focus on employee well-being and growth.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: Initial conversation to assess cultural fit and basic qualifications (30-45 minutes)
Behavioral & Technical Interview: Deep dive into leadership style, problem-solving skills, and customer support experience (60-90 minutes)
Final Interview: Meeting with the VP of Global Contact Centre and other key stakeholders to discuss the role and company culture (60-90 minutes)

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

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

ATS Keywords: Customer Support, Customer Experience, Operational Strategy, Stakeholder Engagement, Leadership, Coaching, Service Delivery, Performance Management, Talent Strategies, Organizational Change, Service Frameworks, Cost Efficiency, Service Quality, Continuous Improvement, Team Development

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's strategic thinking, leadership skills, and customer support expertise, with a strong focus on cultural fit and alignment with Xplor's values.

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

👥 Team Culture & Values

Customer Support Values:

Make life simple: Focus on streamlining processes and improving customer experience
Build for people: Prioritize customer needs and preferences in service design and delivery
Move with purpose: Drive continuous improvement and innovation in customer support
Create lasting communities: Foster a culture of collaboration, growth, and empowerment within the team and with customers

Collaboration Style:

Cross-functional integration: Work closely with Product, Tech, Sales, and Commercial teams to ensure customer needs are met end-to-end
Code review culture: Encourage peer learning and knowledge sharing within the team
Knowledge sharing: Regular team meetings and training sessions to stay up-to-date with industry trends and best practices

📝 Enhancement Note: Xplor's customer support team is driven by a customer-centric culture, with a strong focus on collaboration, continuous improvement, and empowerment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Scalability: Manage service delivery across multiple regions and products, ensuring consistent quality and efficiency
Customer expectations: Keep up with evolving customer needs and preferences, driving continuous improvement in service delivery
Stakeholder management: Balance the needs of customers, internal teams, and executive leadership in decision-making processes

Learning & Development Opportunities:

Career progression: Develop leadership and management skills through mentoring, coaching, and on-the-job training
Industry knowledge: Stay up-to-date with customer support trends, best practices, and emerging technologies
Cross-functional collaboration: Gain exposure to other areas of the business, such as product development, sales, and marketing, to drive a holistic understanding of customer needs and preferences

📝 Enhancement Note: This role presents significant challenges and growth opportunities, requiring a strategic, customer-focused, and operationally excellent leader to drive service delivery excellence and customer satisfaction.

💡 Interview Preparation

Technical Questions:

Strategic thinking: Describe a time when you developed and executed a strategic plan to improve customer support outcomes
Leadership: How have you empowered and developed your team members to drive customer support excellence?
Operational efficiency: Can you share an example of a process improvement initiative you led, and what were the results?
Stakeholder engagement: How have you managed conflicting priorities or expectations from different stakeholders in a customer support context?

Company & Culture Questions:

Customer-centric approach: How do you ensure that customer needs and preferences remain at the forefront of your decision-making processes?
Organizational change: Can you describe a significant organizational change initiative you led, and what were the outcomes?
Team development: How do you foster a culture of growth and empowerment within your team, and what are some specific examples of team-building activities or initiatives you've implemented?

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 customer support expertise, with a strong focus on cultural fit and alignment with Xplor's values.

📌 Application Steps

To apply for this Senior Manager, Customer Support position:

Submit your resume and a cover letter through the application link provided
Include the word "moonshot" at the top of your cover letter to demonstrate that you've carefully read the job ad
Prepare for the phone/video screen by reviewing your customer support experience and leadership skills
Research Xplor's company culture, values, and customer support approach to ensure a strong cultural fit
Familiarize yourself with Xplor's products, services, and customer base to demonstrate your understanding of the business and customer needs

⚠️ 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.

Senior Manager, Customer Support