Support Operations Lead

Job Overview

We are seeking a proactive and customer-focused Support Operations Lead to oversee daily support workflows, manage escalations, and ensure exceptional customer service across multiple channels. This role involves leading and developing the support team, improving internal processes, and collaborating closely with Product and Engineering teams. The ideal candidate has experience in SaaS support operations, strong problem-solving skills, and the ability to manage technical issues in a fast-paced environment. A detail-oriented and leadership-driven mindset is essential for success in this role.

Job Highlights

Schedule: Monday to Friday 9AM to 5 PM Sydney 30 mins unpaid break / 37.5 hrs per week

Work Arrangement: Work from home

Contract: Independent Contractor

Responsibilities

• Lead daily support operations across Intercom, email, and Zoom, handling complex issues and escalations.
• Oversee the full bug reporting workflow, ensuring detailed tickets, prioritization, and proper technical evidence.
• Manage and develop the Support Team through coaching, QA reviews, training, and performance monitoring.
• Represent the customer voice during sprint planning and collaborate with Product and Engineering to improve user experience.
• Continuously improve support processes, SLAs, documentation, automations, and tooling to reduce recurring issues and increase efficiency.

Requirements

• Strong written and verbal communication skills.
• Experience leading support teams and managing multiple priorities.
• Proficiency with support platforms such as Intercom and CRM tools like HubSpot.
• Experience using diagnostic and debugging tools such as Django Admin, LogRocket, or Canny.
• Familiarity with SaaS environments, QA testing, sprint cycles, and customer-focused technical support.

Independent Contractor Perks

HMO Coverage for eligible locations

Permanent work from home

Immediate hiring

Steady freelance job

Side Note

This is a permanent work-from-home role under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection, and are responsible for their own taxes and benefits. Professional hourly fees are established based on your performance in the application process.

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.