Manager, Customer Support

Sydney - Australia

Monthly Salary: Not Disclosed

Posted on: 7 hours ago

Vacancies: 1 Vacancy

Job Summary

Join Secure Code Warrior to create a safer digital landscape by assisting companies to secure their software through developer-led practices!

Secure Code Warriors mission is to establish new standards for coding that transform the ways software is created. We do this by providing the worlds leading agile learning platform that delivers the most effective secure coding solution for developers to learn apply and retain software security principles. More than 600 enterprises trust Secure Code Warrior to implement agile learning security programs build safer software and create a culture of developer-driven security. We are a venture-backed company with offices in Australia the United States Belgium Iceland and the United Kingdom.

What Youll Do

1. Drive Strategy & Operational Excellence

Support Roadmap & Scaling: Own and execute the Support roadmap continuously improving ways of working (WoW) processes and methodologies to support global scale.

AI & Automation: Lead the adoption of AI machine learning and automation tools to streamline workflows reduce handling time and unlock non-linear scale.

Data-Driven Insights: Build a strong metrics-driven culture. Establish dashboards analyze ticket trends (volume capacity resolution backlog) and use insights to optimize staffing routing and training.

Self-Service Excellence: Build expand and maintain a robust self-service ecosystemincluding documentation troubleshooting guides and knowledge basesworking closely with Marketing and Product to maximize customer self-resolution.

2. Lead Coach & Develop a High-Performing Global Team

Global Leadership: Lead and scale a geographically distributed team of Technical Support Engineers across Australia the U.S. and EMEA ensuring seamless global coverage.

Coaching & Growth: Foster a culture of continuous learning technical excellence and customer-centricity. Provide mentorship career development and ongoing skills improvement.

SLA & Quality Ownership: Define monitor and elevate performance standardsincluding response times resolution rates CSAT and NPSensuring consistent delivery against aggressive SLAs.

3. Collaborate Cross-Functionally & Drive Business Impact

Customer Insights: Translate support data into actionable insights that shape Customer Health Scores influence product decisions and inform strategic priorities.

Engineering & Product Partner: Work closely with Engineering to manage technical SLAs streamline bug triage and accelerate critical fixes. Partner with Product to prepare the team for new features and releases.

Service Expansion: Collaborate with Professional Services to design package and launch enhanced support offeringsincluding tiered or premium optionsto drive incremental revenue and customer value.

What Youll Bring

Proven Support Leadership: Youve built or scaled a Customer Support organization within a B2B SaaS environment and understand the difference between reactive support and proactive value-driven customer success.

Strategic & Hands-On: You move fluidly between big-picture strategy and hands-on executionwhether planning multi-year support evolution or jumping into Zendesk to resolve a time-sensitive escalation.

Customer-Obsessed: You view every support interaction as an opportunity to build trust loyalty and advocacy.

Systems & Process Thinker: You instinctively create structureprocesses documentation and automationto eliminate friction and prevent repeat issues.

Technically Curious: You stay on top of emerging technologies especially AI and are excited to leverage them to transform support operations.

Required Experience & Qualifications

5 years of leadership experience in a high-tech (ideally B2B SaaS) environment.
3 years leading a global 24/7 technical support organization.
Demonstrated success implementing AI or automation in a Customer Support environment to drive scale and efficiency.
Strong analytical experienceincluding the ability to interpret large datasets build reporting frameworks and drive operational improvements from insights.
Proven success building launching and maintaining comprehensive self-service support programs.

Lets talk about benefits:

* Unlimited Paid-time-off;

* Remote first culture with offices in Sydney if you wish to work more hybrid;

* Paid Parental Leave;

* Employee Share Option Plan;

* Volunteer Leave and Employee Assistance Programs; and

* Home Office Reimbursement

Secure Code Warrior is an Equal Opportunity Employer embracing diversity in all its forms. We value every individuals unique background and perspective as it enriches our culture and fuels innovation. We encourage people of all races ethnicities ages religions abilities genders and sexual orientations to join us and contribute authentically to our shared vision.

Required Experience:

Manager

Join Secure Code Warrior to create a safer digital landscape by assisting companies to secure their software through developer-led practices!Secure Code Warriors mission is to establish new standards for coding that transform the ways software is created. We do this by providing the worlds leading a...