Customer Experience Manager

• Fully remote role (Bne based company)
• Build out and mature this support envrionment
• Be part of a growing business!

Are you passionate about delivering outstanding customer experiences? Do you want to play a key role in a fast-growing software business? Our client, an exciting Australian SaaS company is seeking a Customer Experience & Support Lead to join their expanding team.

About the company

This business is in a strong growth phase and offers a SAAS platform used by customers across the globe. With a small, tight-knit team and a flexible working culture, this is a unique opportunity to step into a role where you can genuinely make an impact.

Please note: Candidates must be based in Queensland. The team works remotely, but there may be occasional in-person meetups or events. You will also need to have full working rights in Australia.About the Role

As the Customer Experience & Support Lead, you’ll be the driving force behind ensuring every customer interaction is exceptional. You’ll manage a small support team, work closely with resellers, distributors, and end users, and be responsible for a support team maturity and uplift, leveraging ITIL and ITSM knowledge and tools to shape the future of the customer experience strategy. Your input will directly influence product development, support systems, and the overall satisfaction of a growing global customer base.

Key Responsibilities

• Lead and enhance the customer experience across all touch points.
• Manage and support a small team ensuring high service standards.
• Provide hands-on customer support via phone, email, and live chat.
• Manage customer relationships including onboarding, renewals, and troubleshooting.
• Confidently demonstrate the SaaS platform in customer meetings and video calls.
• Maintain and evolve knowledge bases and support resources.

About You

• 2+ years in a customer service or support leadership role, ideally within SaaS or tech.
• Comfortable implementing ITSM, ITIL best practice solutions
• Strong people management skills with a proven ability to lead, mentor, and motivate a team.
• Comfortable handling technical issues with clarity and professionalism.
• Highly organized, proactive, and able to work independently while collaborating across teams.
• Experience with tools like Jira and content management systems is a plus.

If this sounds like you, do not hesitate to APPLY NOW, or contact Jack Davies at jack.davies@pra.com.au for a confidential discussion!