About the Role

We are looking for a seasoned Customer Operations Manager to take full ownership of our customer support and customer operations function. Our Client is a digital health platform (monthly membership model), so this is not a traditional support role — our team supports members through a health journey involving blood results, diagnostics, and personal health concerns, which requires a higher standard of care, judgement, and sensitivity than typical SaaS or e-commerce support.

You will lead a team of approximately 8–9 support specialists plus an existing team lead, and report directly to the founders. You will serve as the senior escalation point for both customers and internal staff. A core measure of success in this role is that, within the first few months, the founders are no longer the final escalation point — you become the trusted operational owner of the function.

This role is designed for someone who operates with independence, strong judgement, a genuine ownership mentality, and a continuous-improvement mindset — someone who is constantly looking for ways to elevate the customer experience, streamline processes, and help us build and scale a world-class customer experience function as we grow.

Key Responsibilities

- Lead, manage and evolve the customer support and customer operations team
- Serve as the senior escalation point for complex customer and staff issues, removing the day-to-day escalation burden on the founders
- Investigate operational problems across multiple systems and stakeholders
- Identify patterns, root causes, and opportunities for process improvement
- Build and refine workflows, SOPs, onboarding, training, QA frameworks, and operational standards as the team grows
- Coach, mentor, and develop team members to elevate performance
- Work closely with our clinical ops lead and clinical team (nurses and dietitians), managing the interface between non-clinical support and clinical care with sound judgement about where support ends and clinical responsibility begins
- Partner with leadership to design and scale the customer experience function
- Ensure consistent, high-quality communication with customers
- Collaborate cross-functionally with product, engineering, and operations

Qualifications

- Significant experience leading customer support or customer operations teams
- Proven experience building and scaling a support/operations function — not just managing an established one (e.g. developing onboarding, training programs, QA frameworks, coaching systems and operational standards from the ground up)
- Experience in digital health, healthtech, or another regulated/care-sensitive environment is strongly preferred; SaaS or technology background otherwise required
- Comfort operating in an environment where support quality has real consequences for members' health experience
- Experience in a fast-moving or startup environment preferred
- A continuous-improvement mindset, always looking to streamline processes and elevate the customer experience
- Strong critical thinking and problem-solving skills
- Proven ability to operate autonomously with an ownership mindset
- Experience investigating issues across multiple systems and tools (we use Intercom, Fin AI, Slack, Stripe and internal platforms, among others)
- Strong people leadership and coaching capability
- Excellent written and verbal English communication skills
- Comfortable speaking directly with Australian customers when required
- Able to work within Australian business hours (AEST)
- High emotional intelligence and sound judgement in customer situations
- Strong technical curiosity and the ability to troubleshoot operational issues independently