Customer Support Manager - Customer

Description:

We're Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.

Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration.

As a company, we're passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities.

Why you will love this opportunity as Customer Support Manager at Civica

In this role, you will lead a talented Level 2-3 Support team and directly shape the customer experience across your market or product portfolio. You will act as the key escalation point for high‑impact issues, turning challenging moments into opportunities to build trust, improve services, and strengthen long‑term relationships. You will also play a strategic role in customer retention and product modernisation, working closely with Product, Engineering, Account Management and other cross‑functional teams to deliver meaningful outcomes.

Your work will involve analysing trends, identifying service improvement opportunities, and influencing support strategy across APAC, giving you the scope to drive positive, lasting change. You'll be part of a supportive, purpose‑driven organisation where your leadership will have a tangible impact on team development, customer satisfaction, and overall service quality.

Requirements

What you will need to be successful in this role

• Experience leading customer support teams within a software, SaaS or technical environment, ideally across Level 2-3 functions
• Strong grounding in ITIL‑aligned service management, with the ability to optimise incident, problem, and change processes
• Proven capability managing complex escalations, engaging senior stakeholders, and maintaining strong customer relationships
• An analytical mindset—comfortable using data, metrics, and customer feedback to drive decisions and continuous service improvement
• Strong collaboration skills with experience working alongside Product, Development, Engineering, Professional Services, and Account Management teams
• Ability to coach, mentor, and develop team members, building a high‑performance culture of accountability and growth
• Experience supporting both SaaS and on‑premise software environments is highly regarded
• Familiarity with service management and support tools such as Salesforce or ServiceNow
  
  

Benefits

Why you'll love working with us.

We know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect:

We're all different - and we love this about us.

We provide an inclusive, safe, and welcoming environment to all Civicans - there are heaps of opportunities to enable you to grow and be your best.

Giving culture - we encourage you to "give back" with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice.

Flexible Work - we have the technology and tools to support you to work from home and come into our offices now and then to catch up and socialise with colleagues.

Apply for this job - Become part of something special Do you see yourself in this role? If so, then we would love to hear from you.

We are an equal opportunity employer. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. In fact, we strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes. We are working hard to increase the diversity of our team wherever we can, and we actively encourage everyone to consider becoming a part of it. We are especially keen to receive applications from Aboriginal and Torres Strait Islander peoples of Australia.