Customer Service Manager

Job title: Customer Service Manager

Company: ASPIRE DIGITAL GROUP PTY LTD


Job description: Aspire Digital Group is a growing ecosystem at the intersection of technology, finance, media, and hospitality. We operate a suite of fast-scaling platforms:Zinga – AI-powered financial services and remittance appAlby Marketplace – A digital B2B/B2C platform for products & vendorsGoldroom – A creative media, streaming, and branded content hubAs we expand our footprint across Australia and Southeast Asia, we’re looking for a tech-savvy and people-driven Customer Service Manager to lead our customer support operations and drive service excellence across all digital touchpoints.Role Overview
The Customer Service Manager will oversee the end-to-end customer support strategy across Zinga, Alby Marketplace, and Goldroom. This includes managing support channels (live chat, email, phone), leading customer success initiatives, training virtual assistants, and ensuring users and vendors receive fast, friendly, and effective assistance.Key Responsibilities
Build and manage a multichannel support team across chat, email, helpdesk, and socialImplement and improve customer support SOPs, FAQ libraries, and ticketing workflowsOversee daily support operations and escalate complex issues when requiredTrain and supervise virtual customer service agents and AI/chatbot systemsManage customer feedback loops, analyze insights, and provide recommendations for UX improvementCollaborate with product, marketing, and tech teams to streamline onboarding, issue resolution, and user communicationEnsure service-level agreements (SLAs) and customer satisfaction goals are metSet up and monitor KPIs including CSAT, NPS, response time, resolution rateSupport digital launches and campaigns with frontline customer service planningRepresent the voice of the customer in product testing and feature improvement sessionsIdeal Candidate
3+ years of experience in customer service or support operations, ideally within SaaS, fintech, e-commerce, or digital platformsExperience managing customer support teams, helpdesk tools (Zendesk, Freshdesk, Intercom), or CRMsStrong leadership, training, and quality assurance skillsFamiliarity with AI chatbots, automated ticketing, and digital self-help toolsExcellent communication skills and empathy-driven problem-solvingTech-savvy with a basic understanding of UX/UI and digital platformsAbility to analyze customer trends, spot issues, and suggest platform improvementsMulti-language support or experience with regional users (SEA, AU, EU) is a plusWhat We Offer
Be part of a fast-growing digital group redefining customer experience across tech, media, and commerceWork on meaningful products with real-world impactCompetitive salary + digital performance bonusesFlexible hybrid or remote working modelCollaborative, supportive and mission-driven team cultureGrowth opportunities into Head of Customer Experience or Product OperationsHow to Apply
?? Submit your CV and a short cover letter to: hr@aspiredigitalgroup.com.au

Expected salary: $60001 – 80000 per year

Location: Albany, WA – Great Southern, VIC

Job date: Thu, 26 Jun 2025 22:13:19 GMT

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