Description:
About the Role
YouTrip Australia is looking for an experienced Operations Manager to lead our offshore customer support team and own end-to-end customer operations for Australian users.
This role combines people leadership, operational ownership, and customer advocacy. You'll be responsible for the performance and capability of the offshore CS team, while also stepping back to see the broader customer journey — identifying patterns, root causes, and systemic improvements beyond individual tickets.
You'll work closely with Compliance, Legal, Product, and Marketing to ensure customer support not only resolves issues, but actively improves the overall YouTrip experience in Australia.
Your Mission
Build and lead a high-performing customer support operation that is customer-centric by design, compliant by default, and continuously improving at scale.
Key Responsibilities
Offshore CS Team Leadership
- Directly manage the offshore customer support team handling Australian users
- Set clear expectations around customer empathy, accuracy, tone, and resolution quality
- Coach and develop team members to think beyond individual tickets and understand customer context
- Foster a customer-first culture while maintaining strong risk and compliance discipline
Customer Operations, Escalations & Advocacy
- Own the end-to-end customer support experience for Australian users
- Manage complex, sensitive, or high-risk escalations (e.g. scams, fraud, ID verification)
- Act as the final escalation point where customer outcomes and regulatory considerations intersect
- Represent the voice of the customer in internal discussions, balancing short-term fixes with long-term improvements
Compliance & Regulatory Alignment
- Partner closely with Compliance, Legal, and Operations to ensure CS handling aligns with Australian regulations and consumer protection expectations
- Translate regulatory requirements into clear, practical guidance that supports both compliance and good customer outcomes
- Ensure training materials and processes evolve as policies, products, or regulations change
Process, SOPs & Continuous Improvement
- Design, implement, and maintain SOPs, workflows, and escalation paths for AU customer support
- Identify recurring customer pain points and systemic issues across the journey
- Drive improvements that reduce repeat contacts, friction, and unnecessary escalations
- Maintain a clear, usable knowledge base that supports consistent and high-quality support
Cross-Functional Collaboration & Bigger-Picture Thinking
- Work closely with Product, Marketing, and Operations to anticipate customer impacts from launches, campaigns, or changes
- Surface customer insights and trends to inform product improvements and roadmap decisions
- Contribute to incident and issue management with a focus on root cause, not just resolution
- Help ensure customer support is seen as a strategic function, not just a reactive one
Metrics, Reporting & Performance Management
- Own customer operations KPIs including resolution time, CSAT, QA scores, backlog, and escalation volume
- Use data to identify trends, risks, and opportunities for improvement across the customer lifecycle
- Report clearly on performance and insights to local and regional stakeholders
About You
- 4+ years of experience in customer operations, customer experience, or support leadership
- Proven experience managing offshore or distributed customer support teams
- Strong customer-centric mindset, with the ability to zoom out and see the full customer journey
- Background in fintech, financial services, or another regulated industry
- Solid understanding of Australian customer expectations, consumer protection, and AML/KYC concepts
- Comfortable operating in a fast-moving, high-growth environment
Skills & Attributes:
- Confident people manager with a coaching-led, customer-first leadership style
- Strong judgement when balancing customer experience with risk and compliance
- Operationally strong, with the ability to turn insights into scalable solutions
- Clear communicator who can simplify complex regulatory requirements
- Data-driven, using metrics to drive both performance and customer outcomes