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← AlayaCare

Director Customer Support

AlayaCare
Location
Melbourne, Victoria, Australia
Posted
1 month ago
Department
Customer Experience Australia
What they actually want (must-haves)
  • 7+ years’ experience leading customer-facing teams in a SaaS business
  • At least 2 years’ experience in a Director-level role
  • Proven track record of leading a Support organization across multiple functional streams
  • Experience stabilising teams, increasing engagement, and improving retention in a changing environment
  • Ability to set strategy and lead transformation initiatives involving AI, automation, and self-service
  • Comfortable owning complex customer escalations and influencing stakeholders
Nice to have
  • Knowledge of the aged or disability care sector
  • Previous experience with AlayaCare, Procura or a similar care technology product
  • Experience leading teams across multiple regions or time zones
What the job really is

The Director of Customer Support will lead the Support team across four functional streams, focusing on strategic leadership, team engagement, and customer escalations. This role involves setting the future Support strategy, implementing AI and automation, and managing junior managers. Daily responsibilities include coaching the team, driving performance metrics, and collaborating with various stakeholders to enhance customer experience.

Benefits
  • Hybrid working: 2 days in office, 3 days WFH
  • Competitive salary package + company stock (RSUs)
  • 5 Wellness days per year
  • $1,000/year flexible benefits package
  • 22 weeks company-paid parental leave
  • 2 days company-paid volunteer leave
Things to weigh
  • No specific salary listed
  • Role involves significant responsibility in a fast-paced environment
  • Focus on transformation and technology adoption may require adaptability
Job score3.4/5
Benefits4/5
Freshness4/5
Career value4/5
Role clarity5/5
Pay transparency0/5

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