Customer Support Manager

Lead daily operations, manage escalations, and build a culture of empathy and accountability. About the Role We’re seeking an experienced and people focused Customer Support Manager to lead the delivery of exceptional service to families and school communities across TheirCare. In this pivotal leadership role, you will oversee day to day contact centre operations, manage complex escalations, optimise workflows, and ensure our customers receive timely, accurate, and empathetic support. You’ll guide a high‑performing team of Customer Support Officers, build capability, and drive a culture that is accountable, collaborative, and customer‑centred. Your strong operational oversight will contribute to improved service efficiency, data accuracy, and alignment between customer support and wider organisational goals. In this role you will partner closely with Operations, Marketing, People & Culture, and other key teams to ensure aligned communication, consistent service standards, and continuous improvement initiatives. This is a full‑time role based at our Glen Iris HQ, with hybrid working options available. Key Responsibilities Lead, coach, and develop a high performing Customer Support team to meet service standards and KPIs. Oversee daily contact centre operations, including call queues, ticket management, roster planning, and workflow optimisation. Manage high‑risk or complex escalations, ensuring timely, accurate, and empathetic resolution. Maintain oversight of CRM systems (FullyBooked, Resonate, Vision6), ensuring data integrity, reporting accuracy, and aligned messaging. Implement process improvements, support change initiatives, and contribute to customer experience and operational excellence projects. About You You’re a natural communicator, a problem solving professional, and the steady hand everyone trusts when things get busy. You will be equal parts people‑person, planner, and customer champion. Proven leadership experience in customer support, contact centre operations, or high‑volume service environments (3+ years preferred). Strong communication, conflict resolution, and de‑escalation capability, with a customer‑first mindset. Skilled in workflow management, resource planning, and interpreting service trends to inform decisions. Comfortable managing CRM platforms, reporting dashboards, and data‑driven insights. Highly organised, resilient, and able to thrive in fast‑paced environments with competing priorities. Why work for us? Competitive salary recognising the impact and responsibility of this leadership role. Hybrid working arrangements, including flexibility to work from home part of the week. Genuine opportunities for professional development across leadership, communication, customer experience, and operational management. A supportive, values‑driven culture where you’re part of a caring, open, and engaged team. The opportunity to make a meaningful difference to children, families, and the communities we support. Who we are Since 2017, TheirCare has been dedicated to delivering exceptional Outside School Hours Care, enriching the lives of children and families across Australia. Our programs are thoughtfully designed to inspire, engage, and nurture children before and after school and throughout the holidays. Our people are what set us apart. We’re a caring, open, and engaged team that values collaboration, growth, and purpose‑driven work. At TheirCare, you’ll join an organisation that invests in its people and provides a meaningful and rewarding career journey. For further information about this role, please contact our team at ***********@theircarecareers.com.au. TheirCare has an ongoing commitment to ensuring the safety of all children, families and staff involved in our programs. Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad. #J-18808-Ljbffr