Head of ANZ Customer Support

Job title: Head of ANZ Customer Support

Company: AMCS


Job description: Sustainability that means businessWho we areSustainability software specialist, AMCS, is headquartered in Ireland, with offices in Europe, USA, Canada and Australasia. With over 1,300 highly-skilled employees across 22 countries, we specialize in delivering technology solutions to facilitate a carbon neutral future.What we doOur innovative SaaS solutions increase efficiency and boost sustainability in resource-intensive industries. Over 5,000 customers across 23 countries already benefit from our Performance Sustainability software, ensuring we deliver practical solutions for improved profitability and environmental resilience across the globe.Our peopleAMCS offers team members more than just a job, but an opportunity to map out a career with a company that is growing, evolving and setting out new ways of working that are having a positive impact on the world around us. AMCS was established in Ireland and holds onto those local roots and ‘start-up’ mentality with a culture of connection. Connection to our work, our customers, our colleagues and our community that creates a working environment that fosters openness, collaboration and creativity.Head of ANZ Customer SupportWe are seeking a highly motivated and customer-focused Head of Customer Support to lead and manage our Support operations in the ANZ region based out of Sydney. The Head of Support will oversee and manage support operations across a matrix organization, ensuring that cross-functional and region-specific support needs are met effectively. This role requires exceptional collaboration, resource management, and leadership skills to align functional and regional goals, while delivering seamless support services.Job Specification-ResponsibilitiesResponsible for delivery of unsurpassed support to our ANZ customer baseBuild strong relationships with key customers, ensuring their needs are met and exceededWork closely with the Sales, Professional Services, Product, Development and Marketing teams to drive customer satisfaction and align support with overall business goalsCollaborate with the Global Customer Support team to ensure the consistent application of global support standards (e.g., SLAs, KPIs, response times, quality of service) while accounting for regional variations in customer behaviour and expectationsResponsible for driving and delivering key support metrics, best practices, knowledge-based content, and methodologiesFoster a customer-first culture and ensure the team consistently delivers high-quality supportLead initiatives to improve operational efficiency, customer experience, and team satisfactionDrive automation of issue analysis and proactive monitoringEffectively manage, lead, mentor and grow a skilled application support team‎Be an influential member of a cross-functional senior management teamCandidate ProfileDegree in Business or IT related disciplineAbility to break down complex technical issues and drive the most optimal resolution with Support TeamsProactive, positive, self-starter with a passion for continually improving the processes around youAbility to represent support in executive forums, sales engagements, or customer reviewsSkilled in C-Level stakeholder communication and relationship-buildingSkilled in managing critical escalations and high-severity incidentsStrong commitment to ensuring customers’ business objectives are achievedExcellent oral and written communication skills with both technical and non-technical audiencesData-driven approach to decision making and reportingProven experience managing geographically dispersed support teams across multiple time zones, ideally in a “Follow the Sun” support modelStrong background in customer support, preferably within a technology, SaaS, or high-growth environment#LI-JC1

Expected salary:

Location: Sydney, NSW

Job date: Fri, 01 Aug 2025 03:01:33 GMT

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