Customer Support Manager - Customer

We’re Civica and we make software that helps deliver critical services for citizens all around the world. We're passionate about what we do and the citizens we help to serve. This is a great opportunity to champion the use of technology in public services, to improve outcomes for citizens and public sector organisations.

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 where you can volunteer for a charity of your choice
• Flexible Work - the technology and tools to support you to work from home and come into our offices now and then