Group Customer Support Manager
Core
Lead the customer support function across all Austin Group brands, elevating it from a traditional service team into a strategic customer experience capability.
Role type
Group Customer Support Manager
Builds
Customer experience strategy, operational excellence, and technology optimization for Austin Group brands
Domain
Retail / Customer Experience
Deliverable
dashboards & analysis
Required skills
Strategic leadership, omnichannel operations management, data-driven decision making, process improvement, stakeholder management, Zendesk expertise, automation and AI implementation
Preferred skills
Shopify experience, ERP system knowledge, change management, commercial acumen
Technologies
Zendesk, Shopify, ERP systems
Responsibilities
Develop and execute customer support and experience strategy; Lead and inspire a high-performing Customer Support team; Own customer service KPIs including CSAT, SLA performance, response times, and first contact resolution; Lead the optimization of Zendesk and customer support technologies; Develop and implement automation, AI, and self-service initiatives; Deliver customer insights and recommendations to senior leadership; Drive process improvements to reduce customer enquiries
Seniority
Senior, hands-on IC