[Hiring] Head of Customer Support Operations @ZigZag Careers

Role Description

The Customer Service Manager is responsible for managing the day-to-day operation and performance of the company’s customer service teams delivered through its BPO partners. The role includes:

• Staffing coordination
• Reporting
• Quality monitoring
• Training
• Recruitment
• Escalations
• Performance management
• Operational improvements across both offshore teams

The Customer Service Manager will work closely with the CET team, BPO team leaders, and other departments to share information, resolve problems, and improve the customer experience.

Qualifications

• A bachelor’s degree in business, management, communications, or a related area is preferred.
• Relevant customer service, outsourcing, or leadership experience may be considered in place of a degree.
• At least five years’ experience in customer service, customer support, or contact centre operations.
• At least three years’ experience managing or supervising customer service teams.
• Experience working with BPO or outsourced service providers.
• Experience managing service delivery across more than one team or location.
• Good understanding of customer service standards, service levels, and performance measures.
• Strong problem-solving and decision-making skills.
• Ability to review reports, identify trends, and take appropriate action.
• Strong organisation and time-management skills.
• Ability to manage several priorities while meeting deadlines.
• Experience coaching, training, and supporting team leaders.
• Good understanding of performance management.
• Comfortable using customer service systems, reporting tools, and Microsoft Office or similar software.
• Willingness to work with the Australian business during agreed Australian business hours when required.

Requirements

• Clear and confident spoken and written English.
• Able to explain information in a simple and practical way.
• Strong listening and people skills.
• Able to communicate effectively with BPO managers, team leaders, internal teams, and senior management.
• Comfortable preparing clear reports, emails, and presentations.
• Able to remain calm and professional when dealing with difficult situations.
• Able to build good working relationships with people from different backgrounds and organisations.

Benefits

• ZigZag is committed to building a diverse, inclusive, and equitable workplace.
• We believe that talent knows no borders, and we welcome individuals from all backgrounds to help us shape the future of work.
• Guided by transparency and agility, we foster an environment where everyone is valued and empowered to thrive.