Customer Support Operations Manager

Lead a High-Performing Support Operation | Customer Success | SaaS | Major Incident Management

This role is not for everyone.

For this fully remote, work from anywhere role, we're looking for a proven Support Operations leader who takes ownership, leads from the front and thrives in an autonomous environment. If you prefer clear direction and heavily structured management, this role probably isn't the right fit. If you're someone who identifies problems, makes sound decisions and drives outcomes without waiting to be told what to do, we'd like to hear from you.

Mandatory RequirementsTo be considered, you should be able to demonstrate most of the following:

• Leadership of a multi-tier customer support operation, including Team Leaders and senior technical staff.
• Strong operational leadership in a consumer-facing SaaS, cloud, internet, telecommunications or similar technology environment.
• The ability to work autonomously, exercise sound judgement and manage competing priorities with minimal supervision.
• Excellent written and verbal communication skills, including customer-facing incident communications.
• Experience managing senior stakeholders, vendors, outsourced BPO providers and customer escalations.
• Working knowledge of ITIL (Incident, Problem, Change, Request and Knowledge Management).
• The ability to analyse KPIs, identify trends and implement operational improvements.
• A proactive, self-starting approach with high levels of accountability.
• Knowledge of hosted email services or the aptitude to learn quickly, including SPF, DKIM, DMARC, deliverability, IMAP, POP and SMTP.

The Opportunity

Reporting to the Head of Customer Support, you'll own the operational performance of the APAC support function. You'll lead Customer Care (L2), Technical Resolutions (L2) and Technical Escalations (L3), oversee our outsourced Level 1 provider and be the senior operational leader during major incidents.

• Lead and coach Team Leaders.
• Own service delivery, KPIs and continuous improvement.
• Coordinate major incidents and customer communications.
• Manage BPO and technology vendor relationships.
• Partner with Engineering and Product on root-cause resolution.
• Ensure support readiness for releases, migrations and operational change.

Why Atmail?

We're looking for someone who wants more than operational responsibility - we're looking for someone who wants operational ownership.

This is a highly visible leadership role where you'll shape the customer support experience across APAC, influence business decisions, lead high-performing teams and play a critical role during major customer and platform events.

If you're an experienced support operations leader who enjoys building capability, driving accountability and delivering exceptional customer outcomes, this is an opportunity to make a lasting impact.