Job Head of Customer Support & Experience, The Rocks

A fast-growing SaaS company in the healthcare tech space is hiring a Head of Customer Support to lead and scale its support function.

You’ll manage a high-performing offshore team, oversee all support channels, and drive improvements through AI tools, automation, and data insights. This is a hands-on leadership role with strong influence across the business.

What You’ll Do

• Lead day-to-day support operations (chat, phone, knowledge base)
• Manage and grow an experienced offshore team
• Implement tools like Zendesk and chatbots to improve efficiency
• Use support data to drive improvements and customer outcomes
• Work closely with product and engineering teams

What You’ll Bring

• 3+ years in a support leadership role (ideally in SaaS)
• Experience managing offshore or remote teams
• Strong with support tooling, automation & analytics
• Tech-savvy and customer-focused

Location: Sydney HQ + hybrid
Eligibility: Australian Citizens or PR onlyUnlock job insights

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Your application will include the following questions:

Which of the following statements best describes your right to work in Australia? How many years' experience do you have as a Head of Customer Support? What's your expected annual base salary? How much notice are you required to give your current employer?

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