Head of Customer Support

Head of Customer Support / Call Centre Manager

Location: Gold Coast, QLD (Hybrid: Mon-Wed Office | Thu-Fri WFH)

Contract: 12-Month Fixed Term Contract

Remuneration: $120,000 p.a. + Super

Hours & Perks: 35-hour work week | 4 weeks annual leave

About the Role: Are you a strategic, people-first contact centre leader looking for true autonomy? We are seeking an experienced Head of Customer Support / Call Centre Manager for a 12-month fixed-term contract to shape the future of the customer experience and team operations.
Leading a dedicated team of 12-15 support professionals, you will balance high-level operational efficiency with an exceptional, customer-centric culture across phone and email channels.

Key Responsibilities

• Team Leadership & Development: Enable, mentor, and coach a team of 12-15 staff, driving performance while continuing the rollout and development of our dedicated Enablement team.
• Operational Excellence: Actively monitor service levels (SLAs), operational metrics, queue management, and quality assurance to optimize team productivity and customer outcomes.
• Strategic Collaboration: Work alongside Senior Leadership on operational priorities, workforce planning, recruitment, and cross-functional continuous improvement initiatives.
• Escalation & Product Alignment: Provide expert guidance on high-level customer escalations and partner with Product and Engineering teams to resolve core customer-impacting issues.
• Data-Driven Insights: Utilize operational data, customer insights, and team feedback to identify trends, refine workflows, and enhance the overall service experience.

What We Are Looking For

• Proven Experience: Demonstrated background leading high-volume customer support, contact centre, or customer operations teams.
• Operational Mastery: Strong expertise in queue management, SLA tracking, workforce planning, QA, and operational efficiency metrics.
• People-Centric Leadership: Passion for coaching, mentoring, and fostering a high-performing, positive team culture where every customer interaction counts.
• Analytical Mindset: Ability to translate operational data into actionable workflow improvements and enhanced customer satisfaction.
• Proactive Approach: A solutions-focused, collaborative mindset with excellent stakeholder management skills.

Ready to step in and make a tangible impact on our clients operations and team culture? Click APPLY to submit your resume and cover letter.

For a confidential discussion about this role please feel free to contact Riyaz Hussain - [email protected], [0455 147 520](tel:0455 147 520)

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.