Head of Customer Support Operations | Remote | Dayshift

ZigZag is looking for a  Head of Customer Support Operations to join our team!

About the role

The Customer Service Manager is responsible for managing the day-to-day operation and performance of the company’s customer service teams delivered through its BPO partners. The role is responsible for staffing coordination, reporting, quality monitoring, training, recruitment, escalations, performance management and operational improvements across both offshore teams. The Customer Service Manager will work closely with the CET team, BPO team leaders and other departments to share information, resolve problems and improve the customer experience

Key Responsibilities

Managing BPO relationships

• Act as the main point of contact for the company’s BPO customer service partners.

• Build strong and professional working relationships with BPO managers and team leaders.

• Make sure BPO partners understand the company’s customer service standards, processes and expectations.

• Communicate business updates, process changes and customer service requirements clearly.

• Monitor whether BPO partners are meeting their agreed service levels and responsibilities.

• Raise service issues with BPO management and agree on actions to resolve them.

• Follow up to make sure agreed actions are completed.

• Support the review of BPO performance, service quality and capacity.

Customer service operations

• Oversee the daily performance of outsourced customer service teams.

• Make sure customers receive helpful, professional and consistent service.

• Monitor customer enquiries across phone, email, chat and other support channels.

• Ensure enquiries are handled within agreed response times.

• Ensure complex or sensitive issues are referred to the appropriate person.

• Work with BPO team leaders and the Australian team to resolve customer and operational issues.

• Ensure customer information and company processes are handled correctly.

• Monitor staffing levels and coverage to support customer demand.

Team performance and quality

• Track important service measures, including:

  • Response times

  • Number of enquiries handled

  • Customer satisfaction ○ Quality of customer responses

  • Open and unresolved enquiries

  • Service levels

  • Staff attendance and availability

• Review BPO performance reports and identify areas that need attention.

• Carry out regular checks of customer interactions.

• Provide clear feedback to BPO managers and team leaders.

• Agree on coaching, training or corrective actions where required.

• Monitor progress after performance issues have been identified.

• Prepare clear performance reports for management.

Training and procedures

• Make sure BPO teams receive the information and training needed to support customers effectively.

• Support the introduction of new products, services, systems and processes.

• Make sure all customer service procedures and information documents are kept up to date.

• Work with BPO partners to identify training needs.

• Ensure customer service staff know where to find accurate answers and instructions.

• Review training materials and suggest updates when needed.

Complaints and difficult enquiries

• Oversee the handling of customer complaints, claims and difficult enquiries.

• Make sure issues are investigated and responded to within the required timeframe.

• Support BPO team leaders when dealing with upset or dissatisfied customers.

• Review repeated complaints and identify their causes.

• Recommend ways to prevent similar issues from happening again.

• Keep accurate records of serious or repeated customer issues.

• Escalate significant customer, legal or business risks to the Australian management team.

Communication and cooperation

• Maintain regular communication with BPO managers, team leaders and the Australian management team.

• Share customer feedback, service issues and important operational updates.

• Work with other departments in the business to resolve problems.

• Make sure all BPO partners are working from the same information and processes.

• Support consistent customer service across all outsourced teams.

• Help BPO partners understand and implement business changes.

Staffing and capacity planning

• Work with BPO partners to make sure staffing levels match customer demand.

• Review forecasts, expected volumes and planned staffing requirements.

• Identify possible risks, such as staff shortages, high workloads or service delays.

• Discuss recruitment, training and roster requirements with BPO management.

• Help plan for busy periods, public holidays and unexpected increases in customer enquiries.

Continuous improvement

• Look for practical ways to make customer service faster, clearer and more effective.

• Review customer feedback, reports and suggestions from BPO teams.

• Recommend improvements to processes, systems and customer communications.

• Work with internal teams and BPO partners to introduce approved improvements.

• Follow up to make sure changes have been implemented and are delivering the expected results.

Qualifications

• A bachelor’s degree in business, management, communications or a related area is preferred.

• Relevant customer service, outsourcing or leadership experience may be considered in place of a degree.

Experience & Skills Required

• At least five years’ experience in customer service, customer support or contact centre operations.

• At least three years’ experience managing or supervising customer service teams.

• Experience working with BPO or outsourced service providers.

• Experience managing service delivery across more than one team or location.

• Good understanding of customer service standards, service levels and performance measures.

• Strong problem-solving and decision-making skills.

• Ability to review reports, identify trends and take appropriate action.

• Strong organisation and time-management skills.

• Ability to manage several priorities while meeting deadlines.

• Experience coaching, training and supporting team leaders.

• Good understanding of performance management.

• Comfortable using customer service systems, reporting tools and Microsoft Office or similar software.

• Willingness to work with the Australian business during agreed Australian business hours when required.

Communication Skills

• Clear and confident spoken and written English.

• Able to explain information in a simple and practical way.

• Strong listening and people skills.

• Able to communicate effectively with BPO managers, team leaders, internal teams and senior management.

• Comfortable preparing clear reports, emails and presentations.

• Able to remain calm and professional when dealing with difficult situations.

• Able to build good working relationships with people from different backgrounds and organisations.

ZigZag is committed to building a diverse, inclusive, and equitable workplace. We believe that talent knows no borders, and we welcome individuals from all backgrounds to help us shape the future of work. Guided by transparency and agility, we foster an environment where everyone is valued and empowered to thrive.

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