Customer Support Manager - Customer
CivicaMelbourne, Victoria, Australia
Posted February 23, 2026
Full Time
About the Company
We make software that helps deliver critical services for citizens all around the world.
Job Description
Customer Support Manager - Customer at Civica. We make software that helps deliver critical services for citizens all around the world. We are passionate about what we do and the citizens we help to serve.
Requirements
- Experience leading customer support teams within a software, SaaS or technical environment, ideally across Level 2–3 functions.
- Strong grounding in ITIL-aligned service management, with the ability to optimise incident, problem, and change processes.
- Proven capability managing complex escalations, engaging senior stakeholders, and maintaining strong customer relationships.
- An analytical mindset—comfortable using data, metrics, and customer feedback to drive decisions and continuous service improvement.
- Strong collaboration skills with experience working alongside Product, Development, Engineering, Professional Services, and Account Management teams.
- Ability to coach, mentor, and develop team members, building a high-performance culture of accountability and growth.
- Experience supporting both SaaS and on-premise software environments is highly regarded.
- Familiarity with service management and support tools such as Salesforce or ServiceNow.
Benefits
- Days of Difference leave (volunteer leave)
- Flexible Work (work from home)