Job Overview 
We are seeking a proactive and customer-focused Support Operations Lead to oversee daily support workflows, manage escalations, and ensure exceptional customer service across multiple channels. This role involves leading and developing the support team, improving internal processes, and collaborating closely with Product and Engineering teams. The ideal candidate has experience in SaaS support operations, strong problem-solving skills, and the ability to manage technical issues in a fast-paced environment. A detail-oriented and leadership-driven mindset is essential for success in this role.

Schedule: Monday to Friday 9AM to 5 PM Sydney 30 mins unpaid break / 37.5 hrs per week

Key Responsibilities

Customer Support Workflow Management

● Lead daily support operations across Intercom, email, and Zoom troubleshooting for

complex or high-impact issues.

● Ensure SLAs and response quality standards are consistently met.

● Own the complete bug reporting workflow, including:

○ Detailed, reproducible tickets

○ Prioritisation

○ Supporting evidence (logs, screenshots, recordings, impact assessments)

● Manage escalations and determine appropriate routing to Engineering, Product, or CSMs.

● Use internal tools such as Django admin, LogRocket, and Canny to investigate issues, verify

behaviour, and log feature requests.

● Maintain structured documentation of known issues, workarounds, and release notes.

Support Team Leadership & Development

● Lead and coach the Support Team (currently two team members), ensuring capability

development, performance management and workflow consistency.

● Run daily stand-ups, coaching sessions, and process reviews.

● Develop and execute an upskilling plan to transition team members from internal tasks to

external customer-facing support.

● Build consistency across the team to remove single points of failure.

● Conduct regular ticket (Intercom and Hubspot) QA reviews and feedback sessions to

maintain quality standards.

● Foster a learning-oriented, supportive, customer-obsessed and high-performing team

culture.

Sprint & Customer Advocacy

● Represent the customer voice during sprint planning and discussions, ensuring upcoming

features, fixes, and improvements align with real customer workflows and pain points.

● Provide context, edge cases, and customer impact insights that help Product and

Engineering prioritise work effectively.

● Validate that planned releases address genuine customer needs and ensure the Support

team is prepared for upcoming changes.

● Support light sanity-check testing when needed, but with a primary focus on customer

advocacy rather than deep QA ownership.

● Communicate relevant release updates, behaviour changes, and customer-facing

implications to the Support and CS teams.

Process, Quality & Tooling Ownership

● Maintain and continually improve support processes, SLAs, macros, workflows, and

documentation with a focus on scale and predictability.

● Partner with the Head of CS to advance the support function toward proactive engagement,

self-service enablement, and consultative assistance.

● Identify recurring issues and implement structural solutions (automation, loops, docs, SOPs)

that prevent repeat tickets.

● Ensure customer insights are captured, synthesised, and translated into actionable themes

for Product and Engineering.

● Drive improvements in support tooling, ticket hygiene, and knowledge base content to

reduce friction and enhance customer outcomes.

Required Skills & Experience

● Strong written and verbal communication skills.

● High attention to detail, particularly in logging and diagnosing issues.

● Ability to lead and develop team members with clear expectations and supportive coaching.

● Comfortable solving ambiguous or technical problems with limited initial information.

● Proactive in identifying workflow improvements and addressing recurring issues.

● Strong ownership mentality and ability to manage multiple priorities.

Technical & Operational Skills

● Proficiency with customer support tools such as Intercom or similar platforms.

● Ability to use diagnostic and debugging tools including Django admin, LogRocket, Canny, or

equivalents.

● Experience with CRM tools, ideally Hubspot

● Familiarity with QA, regression testing, and sprint-based release cycles.

● Experience in SaaS support, preferably with SMB or operationally complex industries.

Independent Contractor Perks
HMO Coverage for eligible locations
Permanent work from home
Immediate hiring
Steady freelance job

Side Note

This is a permanent work-from-home role under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection, and are responsible for their own taxes and benefits. Professional hourly fees are established based on your performance in the application process.

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.