Customer Operations Manager (APAC)

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Customer Operations Manager (APAC)

Location: Remote, ideally in AWST or ACST time zones
Hours: Monday - Friday, 08:00 – 16:30 AWST. 37.5 hrs per week + On-call hours as required
Salary: AUD $67,000
Reporting To: Manager of Customer Operations

Key Responsibilities
- Day to day team management including 121s, performance reviews and absence management, with guidance and support from HR and your line manager
- Participate in the Customer Operations on-call rota, providing out-of-hours support and escalation management to ensure continuity of service
- Train and coach team members on new systems, policies, and operational changes
- Monitor team workload and capacity to ensure appropriate coverage and timely handling of customer and internal requests
- Maintain, create and develop internal process / procedure guides
- Oversee and manage requests via a ticketing system, Salesforce
- Monitor dashboards and activity metrics to ensure FPOC and SLAs are maintained and targets are met
- Ensure accurate and compliant handling of quotes, orders and internal operational processes
- Manage customer-facing queries relating to platform access, product usage, and operational support
- Liaise and collaborate with internal departments such as Sales, Account Management and Development regarding accounts and platform requirements
- Escalate and track platform issues with our Development team
- Support the Manager of Customer Operations in driving team engagement initiatives and continuous improvement

Please view the attached job description for full details.