Customer Support Manager - Customer job opportunity at Civica.

Home Jobs In Australia Tag: Job Customer Support Manager - Customer position at Civica


Date2026-02-23T03:01:44.121Z bot
Civica Customer Support Manager - Customer
Experience: Highly Experienced
Pattern: Full-time
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loacation Sydney, Australia
loacation Sydney....Australia

We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens. Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration. As a company, we’re passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities. Why you will love this opportunity as Customer Support Manager at Civica In this role, you will lead a talented Level 2–3 Support team and directly shape the customer experience across your market or product portfolio. You will act as the key escalation point for high‑impact issues, turning challenging moments into opportunities to build trust, improve services, and strengthen long‑term relationships. You will also play a strategic role in customer retention and product modernisation, working closely with Product, Engineering, Account Management and other cross‑functional teams to deliver meaningful outcomes. Your work will involve analysing trends, identifying service improvement opportunities, and influencing support strategy across APAC, giving you the scope to drive positive, lasting change. You’ll be part of a supportive, purpose‑driven organisation where your leadership will have a tangible impact on team development, customer satisfaction, and overall service quality. What you will need to be successful in this role Experience leading customer support teams within a software, SaaS or technical environment, ideally across Level 2–3 functions. Strong grounding in ITIL‑aligned service management, with the ability to optimise incident, problem, and change processes. Proven capability managing complex escalations, engaging senior stakeholders, and maintaining strong customer relationships. An analytical mindset—comfortable using data, metrics, and customer feedback to drive decisions and continuous service improvement. Strong collaboration skills with experience working alongside Product, Development, Engineering, Professional Services, and Account Management teams. Ability to coach, mentor, and develop team members, building a high‑performance culture of accountability and growth. Experience supporting both SaaS and on‑premise software environments is highly regarded. Familiarity with service management and support tools such as Salesforce or ServiceNow.

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