West Area Crushing & Screening Lead in Melbourne

Melbourne Full-Time On-site

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Job title
Manager, Support & Operations

Own how support work flows across Melbourne, the Philippines and Pakistan. Lead offshore teams at one of the fastest-growing AI companies in local business.

About PodIum

Podium brings AI Employees to local businesses, turning every conversation into revenue. We’re trusted by 60,000+ businesses across Auto, Home Services and Aesthetics, capturing and converting leads 24/7.In under 24 months we crossed $100M in AI Agent ARR, growing 300% year-over-year, and we’ve deployed 10,000 AI employees. We’ve been named Best AI Implementation by Inc. Magazine, highlighted by OpenAI for building revenue-driving AI Agents, and ranked the #1 AI Agent for Business Operations by G2.

What you’ll be doing

Own how tickets move from triage through each support tier, technical escalation and resolution
Define ownership, handover expectations and follow-through across local and offshore teams, and hold teams to them
Act as the escalation point for complex or high-priority cases
Monitor workflow health (ageing tickets, handover quality, escalation follow-through) and act early on bottlenecks
Make sure every escalated issue has a named owner, a scheduled next update and a confirmed outcome
Communicate confirmed resolutions back to customers and the teams involved
Hold Product and Engineering to agreed SLAs on escalated issues
Act as the Voice of the Customer, bringing organised insights to Product
Establish shared support processes with the TPS Manager
Agree and regularly review boundaries and handoffs between Support and TPS
Lead, coach and develop Product Support Specialists in the Philippines and Pakistan
Own team performance against CSAT, first response and resolution times, quality scores and SLA adherence
Run 1:1s, team meetings and performance conversations, and support career growth
Manage coverage, rosters and handovers across time zones
Recruit, onboard and train new team members with local leadership and HR
Keep internal documentation current and well used
Train the team and broader customer-facing teams on products and new features
Use data to spot trends, forecast capacity and report to senior leadership

What you’ll bring

5+ years in technical or product support within SaaS or tech, including 2+ years leading a support team
A track record of building support operations, including triage, tiering, escalation and handover processes others actually follow
Proven ability to drive accountability through influence with peers and partner teams who don’t report to you
Experience managing distributed or offshore teams across countries and time zones, with cultural awareness and the ability to build trust remotely
Strong coaching skills and a history of building motivated, high-performing teams
Strong troubleshooting skills and the ability to vet product issues with Product and Engineering
Experience running closed-loop escalation communication
A customer-first mindset and clear communication across email, SMS, phone and video
A data-driven approach to support metrics and reporting
Flexibility to work across time zones as needed
Experience with Zendesk, Salesforce or Intercom is highly regarded

What success looks like

Ageing tickets are visible, owned and moving, with nothing stalled between tiers or teams
Handovers are complete, timely and need no rework
Every escalation is followed through to a confirmed outcome
Offshore CSAT, response and resolution times, quality and SLA targets are met
Engagement and retention are strong in both the Philippines and Pakistan
Open and transparent culture
$650/month health and wellbeing allowance, spend it your way
4 weeks’ annual leave
Melbourne CBD office on the corner of Queen & Collins St, with end-of-trip facilities and bike storage
Snacks and drinks always stocked
Catered lunch in the last week of every month

Ready to lead?

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