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Support Manager

Support Manager

Support
|
Darwin, Australia

About ServiceM8

ServiceM8 is a job management app. We exist to help small businesses thrive.

We’re a product-driven company focused on customer success. Trade and service businesses in over 40 countries around the world rely on ServiceM8 all day, every day. It empowers these people to run a more organised, productive, and professional operation, and enjoy a lifestyle. ServiceM8 makes a real impact, and a real difference, in people’s businesses and lives.

This is an exciting time in ServiceM8’s story, in which we are scaling our team to grow faster and push deeper into the global market. ServiceM8’s people are a key ingredient to our success. We are looking for intelligent, talented, and driven people, who understand and embrace our values, and want to be part of a team pursuing ambitious common goals.


The role

We’re looking for an experienced customer support manager to join our team to ensure that ServiceM8 consistently delivers an industry-leading customer support experience, and foster customer success. You will work with your remote support team to ensure they have the right resources, tools and support they need to do this.


Responsibilities

In this role you will:

  • Monitor, iterate and improve the customer support experience.
  • Build great working relationships with your team, through coaching and mentoring.
  • Develop a deep understanding of ServiceM8.
  • Build systems and processes to improve consistency, performance and helpdesk efficiency.
  • Encourage and foster a culture of driving customer success through great support.
  • Develop training and materials to drive support improvements at scale.
  • Be the point of escalation, always willing to step in with a particularly tricky situation or when someone in the team needs support.
  • Work with Support Team Leader to effectively manage schedules, and resource availability for the team.
  • Live the ServiceM8 values and encourage those around you to do the same.


Essential

We’re looking for someone who is genuinely passionate about delivering excellent customer service and mentoring and growing a positive, passionate team. To be the right fit for this role, you’ll also need to have:

  • People leadership & management skills, and experience in leading a team in a Customer Support environment.
  • A passion for customer service and helping small business succeed.
  • Fantastic relationship-building skills.
  • Sound judgment, high initiative, and the ability to self-manage and multitask.
  • Excellent organisational and time management skills.
  • Fantastic communication skills.
  • A proactive attitude, high attention to detail and strong problem-solving skills.
  • A shared belief in our values.
  • A basic understanding of small business.


What we offer

Working at ServiceM8 means challenging, rewarding work that matters. You will have the opportunity to develop your ideas, create, and act on them. This also means you’ll have responsibility, ownership, and accountability.

We have an awesome workspace in a great building (check out the photos), with a team of good people who care about what they do, and are driven to make an impact with their work. ‍We love our jobs, work hard, and celebrate success.

We offer competitive salaries, and a down-to-earth attitude on workplace flexibility.

We’re headquartered in Darwin because we love it — we love the climate, lifestyle, people, and space.

This position does not require you to be physically located in Darwin, Australia — it is open to full time remote working.




Have a few questions before you apply? Contact us.