Posted 6 days ago
Description
We're a successful software company with a team spanning Australia, New Zealand, Malaysia and Thailand, specialising in dealer management systems for retail dealerships across automotive, trucking, agriculture and construction equipment. Over the last 35 years, we've brought a number of industry-leading dealer management systems to market, helping our clients run their dealerships more effectively, efficiently and profitably.
Auto IT is wholly owned by The Perseus Group, an operating group of Constellation Software Inc., a well-capitalised, global publicly traded company specialising in vertical market software.
It's an exciting time for our business. With offices globally, we offer career progression and professional development as part of a team dedicated to supporting clients across the Asia Pacific region.
About the role
The Support Operations Manager is responsible for overseeing the Customer Service and Implementation Team Leads and their respective teams across Australia, New Zealand, and Southeast Asia. This role ensures the delivery of high-quality customer support services while enabling the teams’ participation in implementation projects alongside the Service Delivery Practice Manager. The Support Operations Manager works cross-functionally with Product, Service Delivery, Data Services, and Tech Services to ensure seamless customer experiences across support and onboarding journeys.
Key responsibilities
Lead and coach the Customer Service and Implementation Team Leads across Australia, New Zealand and South East Asia, ensuring alignment with business goals and service standards
Ensure consistent support delivery, issue resolution, and customer satisfaction across regions
Partner with the Service Delivery Practice Manager on resource planning and readiness of support teams for project work
Standardise workflows, SOPs, SLAs and KPIs so support is consistent and scalable
Own critical escalations and work with Product and Development to fix root causes
Find automation and efficiency opportunities and use data to drive decisions
Get support ready for every new product release
Act as the final escalation point for critical support issues across products and regions
Define, monitor, and report on KPIs for support teams, including ticket response and resolution rates, CSAT scores, and resource utilisation
Prepare weekly and monthly performance reports for the Director of Operations and senior management
About you
7+ years in a customer support or technical support management role
Proven experience managing multi-region support teams in a SaaS or DMS environment
Proven track record in process improvement, automation, and support operations scaling
Proven track record working within a large, global software business
Strong knowledge of DMS software, SaaS applications, and troubleshooting methodologies
Proficiency with ticketing systems
Familiarity with ITIL frameworks, escalation management, and customer service best practices
Proven strong leadership and coaching abilities
Excellent communication and conflict resolution skills
Bachelor's degree in a relevant field (Business, IT, or equivalent experience preferred)
A data-driven, strategic mindset paired with strong coaching and communication skills
Willingness to travel
Why Auto IT?
You’ll get real influence in a business big enough to back you and small enough that your impact is visible. Working with a great team, you will have the opportunity to lead, coach and grow your people. We offer a remote first working model along with attractive remuneration, the opportunity to earn profit sharing and achievement bouses, and a range of employee benefits including additional leave, an Employee Assistance Program and access to world class professional development.
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