Customer Support Manager in Sydney

About Storypark

Storypark creates tools for educators, early childhood education services, and families to collaboratively document, share, discuss, and strengthen the learning and development of children. Our purpose is to help every child fulfil their unique potential by connecting and empowering the community around them. We are well-established as market leaders in the early childhood online education space in New Zealand and Australia. And more recently have established a presence in Canada. We’re now on a mission to deepen the impact our product makes even further. With our recent acquisition of Kinder M8 - a leading childcare management platform, Storypark will now offer a comprehensive solution, expanding our platform to provide a centralised tool for managing ECEC organisations, all in one place.

The Role

Are you a customer-obsessed, tech-savvy leader who thrives on solving complex problems and delivering exceptional service? Do you love leading high-performing teams and making a real impact? If so, read on. As our Customer Support Manager, you’ll lead and empower our Australian support team, ensuring that our customers receive nothing short of amazing service. You’ll be the go-to problem solver, the customer champion, and the process improver all rolled into one.

What You’ll Be Doing:

• Depth of experience leading and mentoring a high-performing support team across multiple time zones, ensuring they have the tools and knowledge to succeed.
• Solving complex problems, acting as an escalation point, working with engineers across the global teams to tackle critical customer issues.
• Identifying ways to streamline support operations and enhance and optimise efficiency.
• Advocating for customers, being their voice, providing feedback to our product and engineering teams to drive meaningful improvements.
• Tracking success by monitoring support metrics, analysing trends, and ensuring we’re always exceeding customer expectations.
• Developing learning programs to enhance our team’s technical expertise and customer service skills.

What You’ll Bring

• 5+ years of experience in customer support or product management (ideally SaaS).
• Strong technical aptitude, you understand cloud platforms, finance systems, and troubleshooting software issues.
• Exceptional communication skills, you can engage customers, coach teams, and present insights to leadership.
• A solutions-focused approach, you take ownership, solve problems fast, and drive continuous improvement.
• Experience with support tools like Intercom & Jira is a plus.
• Experience working with global teams.

Working at Storypark

We strive to create a respectful, caring, safe and inclusive culture and are proud to be an equal opportunity employer. We love that we can celebrate different perspectives, this makes us a stronger team. We welcome people from diverse backgrounds to join us.

In joining our team you’ll enjoy:

• Be part of a high-growth company where your work truly matters.
• Birthday leave. Enjoy a paid day off for your birthday.
• Knowing your work is making a difference to children, families and educators across the globe.
• Regular compensation reviews - great work is rewarded!
• We think you’ll like it here, a place where your own potential will be nurtured as you play an instrumental part in our customer’s experience and our growth in ANZ.

What next?

We’ve partnered with Kin to fill this exciting role. If you want to play an instrumental part in supporting awesome products that really make a difference, then click apply now or contact jo.macdonald@kin.co.nz for more information. We’ll be reviewing applications as we go, so apply today. Applications close 28 May 2025.

Note: This is a full-time, Sydney-based role. You must have the legal right to work in Australia.